Customer Specialist, Full Time

Location: Rochester, NY – 3600 West Henrietta Rd, Rochester, NY 14623

About the role

As a Customer Specialist in Training, you will be empowered to deliver an iconic, customer‑first experience that defines CarMax. Acting as a trusted guide, you’ll support customers through every step of their journey—whether buying, selling, or servicing vehicles—while reinforcing our simple, transparent process. This role offers hands‑on learning in a fast‑paced environment, where you’ll manage diverse tasks such as vehicle sales, appraisal support, paperwork processing, and repair order coordination.

Responsibilities

• Deliver exceptional customer service by guiding customers through sales, appraisals, test drives, and financing applications.
• Conduct accurate vehicle condition assessments, document details for appraisals, and communicate findings to Buyers.
• Manage inventory processes, including vehicle check‑in, daily scanning, and reconciliation.
• Perform cosmetic inspections to ensure vehicles meet CarMax Quality Standards.
• Handle administrative tasks such as printing reports, maintaining transaction paperwork, auditing documents, and managing payments.
• Coordinate service appointments, review repair order invoices for billing accuracy, and collaborate across teams to maintain a smooth, customer‑focused experience.
• Follow CarMax Environmental, Health and Safety (EH&S) requirements and maintain a clean and orderly work area.

Required qualifications

• Strong communication skills with confidence in representing CarMax and its products.
• Ability to build lasting relationships and create win‑win solutions for customers.
• Demonstrated integrity, respect, and teamwork in a fast‑paced environment.
• Skilled in balancing customer needs with business goals and following processes accurately.
• Ability to manage multiple tasks, maintain attention to detail, and meet deadlines.
• High School Diploma or equivalent and a valid driver’s license.
• Ability to lift up to 25 lb and accurately read and transcribe data.

Preferred qualifications

• Sales or customer service experience in retail or similar environments.
• Basic proficiency with Microsoft Office Suite (Word, Excel, PowerPoint).

About CarMax

CarMax revolutionized the used‑car buying experience over 30 years ago by introducing transparency and integrity into the process. With more than 250 store locations and over 30,000 associates, CarMax is the nation’s largest retailer of used cars and has been recognized as one of the Fortune 100 Best Companies to Work For®. The company is committed to customer experience, innovation, community involvement, and providing associates with meaningful, rewarding work.

Pay

Hourly rate: $19.00 – $28.50

Benefits

• Paid sick time (up to 48 hours per year, accrued each pay period) for full‑time hourly or commission‑eligible associates.
• Paid vacation (80 – 200 hours per year after a 90‑day waiting period, based on years of service) for full‑time hourly or commission‑eligible associates.
• Six paid scheduled holidays per year plus one floating holiday; holiday premium pay if worked.
• Full‑time salaried associates receive paid time away with no specified limit for sick, vacation, bereavement, jury duty, holidays, floating holiday, etc., subject to manager approval.
• Additional benefit details are available on the CarMax Benefits website.