[Hiring] Customer Experience Consultant Trainee @CarMax

Role Description

As a Customer Experience Consultant Trainee, you will be the essential connection between a customer’s online and in-store experience, ensuring a seamless and personalized car-buying journey. You will respond to sales leads and inquiries, guiding customers through every step of the process with honesty, transparency, and professionalism. Your ability to provide exceptional customer service, clear communication, and expert guidance will help customers purchase the vehicle they want in a way that works best for them. This role offers an exciting opportunity to thrive in a fast-paced, innovative environment while supporting CarMax’s mission to deliver an iconic experience.

Role Responsibilities

• Engage with inbound customers online and over the phone, uncovering their needs and guiding them through the car-buying process.
• Leverage CarMax’s inventory knowledge to recommend vehicles that align with customer preferences.
• Guide customers through every step, including online sales, appraisals, financing applications, and scheduling vehicle delivery.
• Ensure a smooth transition from online shopping to in-store purchasing for an exceptional experience.
• Achieve individual sales and performance targets while providing an iconic customer experience.
• Meet licensing requirements, including obtaining an Automotive Salesperson License in applicable states (may require testing and travel).

Qualifications

• Previous sales or customer service experience, ideally in retail or similar environments.
• Ability to thrive in a fast-paced environment while managing multiple customer interactions, with strong listening skills and a customer-focused mindset.
• Excellent written and verbal communication skills, with attention to detail.
• Flexibility to work variable shifts, including nights, weekends, and holidays.
• Proficient in modern technology and contact center systems including Microsoft Suite, Salesforce and Genesys or equivalent.
• Candidates must live within 60 miles or 1 hour of the Customer Experience Center (CEC) location.
• Ability to obtain an Automotive Salesperson License in applicable states (may require testing and travel).

Benefits

• Associates that are considered full-time hourly or commission/incentive eligible can earn up to 48 hours of sick time per year accrued on a per pay period basis.
• Full-time hourly or commission/incentive eligible associates can earn between 80 hours and 200 hours per year of vacation time after a 90-day waiting period depending on years of continuous service with the Company.
• Full-time hourly associates receive 8 hours of pay for each of a total of 6 paid scheduled holidays per year plus 1 floating holiday.
• If a full-time hourly associate works on a scheduled holiday due to business need, they are eligible for Holiday Premium Pay.
• Full-time salaried associates are entitled to paid time away with no specified limit as needed for sick, vacation, bereavement, jury duty, holidays, floating holiday, etc., subject to manager approval.