Specialist I - Customer Service Support

Company Name:
CARMAX
SUMMARY:
Under limited supervision, responsible for processing and/or reconciling work requests and working accounts for vehicles financed through CarMax Auto Finance. Receiving calls and/or making phone calls to customers and working with other CarMax Auto Finance departments to provide them with reports and support to update account information.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Answer inbound and/or make outbound phone calls to address questions, or assist customers and other CarMax Auto Finance Departments. (deceased accounts, collections agencies accounts placements and closes and Daily Recovery Report)
Work account queues, process account updates, and/or process customer paperwork in accordance with assigned rotations and service levels. (CAMS, CBS, PeopleSoft, and Deals database)
Review and evaluate customer accounts, work requests, or paperwork and determine follow-up steps required based on expectations and documented policies and procedures. (deceased accounts)
Process customer requests, third party requests; reviewing and validating supporting documentation. (deceased accounts)
Communicate with customers, other CarMax Auto Finance departments or third parties to obtain supporting documentation and/or correct errors.
Annotate accounts in company databases to document interactions with the customers, other CarMax Auto Finance departments or third parties. (CAMS, CBS)
Generate and maintain department reporting. ( Daily Recovery Report, spreadsheets)
Perform above functions within department expectations/metrics.
Understand and adhere to company policies and procedures.
Work with other departments/personnel where necessary to resolve customer and/or account issues. (Customer Service and other internal departments)
Special projects and/or duties as assigned. QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Demonstrate adaptability and flexibility by embracing change.
Proven organization and time management skills.
Ability to work in a team environment.
Multi-task in a high energy and fast-pace work environment.
Execute basic typing skills to include minimum speed and accuracy requirements.
Execute basic computer skills.
Apply a common sense understanding in order to carry out simple verbal or written instructions.
Perform to minimum data entry standards.
Complete CarMax provided training as required.
Understand and adhere to company policies and procedures.
Speak and listen effectively in dealing with customers, vendors, third parties, and stores.
Customer service oriented.
EDUCATION and/or EXPERIENCE:
Basic working knowledge of Microsoft Word and Excel.
High School diploma/GED.
Six months related experience/training.
LANGUAGE SKILLS:
Ability to communicate effectively (written and verbal) with customers, vendors, third parties, associates and managers.
MATHEMATICAL SKILLS:
Basic mathematical sills.
REASONING ABILITY:
Apply a common sense understanding in order to carry out simple verbal or written instructions. _Job ID #:_ 4591
Location: GA - Kennesaw, CarMax Auto Finance
Position Category: Clerical/Administrative
Department: Administrative /Clerical
Division: CarMax Auto Finance
Education Required: High School Diploma
Position Type: Full-Time Regular
Relocation Provided:
Experience Required: Less than 1 year


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