Customer Service Team Manager

Company Name:
CARMAX
Can you supervise CarMax Auto Finance''s Customer Service Department?
ABOUT CARMAX:
Since 1993, CarMax Auto Finance has helped more than 1 million customers with their vehicle financing needs. We offer fast, on-site financing at competitive rates and terms to make your car shopping experience as easy as possible.
CarMax Auto Finance''s Headquarters is located in Kennesaw, Georgia, and serves more than 300,000 customers, with a portfolio size of more than $5 billion.
We''re proud to be part of a FORTUNE 500 company, as well as named to the FORTUNE "100 Best Companies to Work For" since 2005.
One of the most compelling things that we do is take care of our Associates! Our Associates enjoy the following benefits:
Comprehensive Benefits
Tuition Assistance
Competitive Pay
Paid Training
Car Discounts
Flexible Scheduling
CUSTOMER SERVICE SUPERVISOR SUMMARY:
The Customer Service Supervisor is responsible for supervising and developing a team of associates to answer incoming customer calls and provide timely resolution of customer account issues. Motivate and coach associates to meet departmental company goals. Ensure exceptional quality of service is provided to customers of CarMax Auto Finance.
DUTIES AND RESPONSIBILITIES:
Supervise, develop and motivate exempt and non-exempt Associates.
Resolve elevated customer issues, inquiries, or disputes that require resolution/decisions outside of policy via phone.
Visibility in the department to motivate, answer associate questions and monitor productivity.
Approve or decline customer account extension requests.
Review and reverse negative credit bureau reporting using company and external methods when applicable
Create and approve incentive plans to motivate associates to achieve goals. Track, measure, and process incentives for payments.
Monitor associate productivity statistics.
Review associate schedule requests and analyze associate coverage to ensure scheduling meets required business needs.
Conduct live or recorded phone monitors/account audits to evaluate quality of service provided and compliance with company policies.
Complete month end reviews with Asst. Supervisor, Sr. Specialist, and Specialists to provide performance feedback.
Effectively manage positive associate and peer relations.
Oversee and/or conduct associate technical training and educate associates regarding CarMax philosophies.
Effective performance management of associates.
Recruit, interview, make hiring decisions and extend employment offers.
Complete annual Associate Performance Reviews and develop/review associate individual development plans.
Develop and conduct effective team meetings.
Complete associate side by side's and sit-ins to provide ongoing coaching and training.
Analyze and track department trends based on data/reporting and recommend/implement policy and procedure updates or changes.
Ensure associate compliance with company policies and procedures.
Participate in creating department goals and execute strategies to improve performance and drive associate engagement. QUALIFICATIONS:
Multi-task in a high energy and fast-pace work environment.
Effectively motivate and develop associates.
Effectively evaluate associate performance and provide performance feedback.
Use sound judgment and decision making skills
Facilitate conflict resolution.
Demonstrate strong analytical and organizational skills.
Effectively manage stressful situations.
Interpret and analyze data, reports, processes, trends and situations and recommend solutions.
Complete CarMax provided training as required.
EDUCATION and/or EXPERIENCE:
Bachelor's degree or one to two years related experience in a Call Center environment.
Basic typing skills including minimum accuracy requirements.
Basic to moderate computer knowledge and basic understanding of MS Word and Excel.
OTHER SKILLS:
Ability to communicate effectively with associates, peer managers and customers.
Ability to convey a professional and positive image to customers, applicants and associates.
Execute intermediate math skills.
Solve practical problems with a variety of variables where limited standardization exists.
Position requires creative problem solving, including using sound judgment in making decisions in the face of uncertainty.
The current hours for the department are Monday through Friday 7:30am to 10:00pm, and Saturday 9:00am to 6:00pm.
Candidates must be available to work 1-2 evening shifts Monday through Friday and 1-2 Saturdays a month. _Job ID #:_ 4340
Location: GA - Kennesaw, CarMax Auto Finance
Position Category: Customer Service
Department: Customer Service
Division: CarMax Auto Finance
Education Required: High School Diploma
Position Type: Full-Time Regular
Relocation Provided:
Experience Required: 1 - 3 Years


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