Sr. Customer Specialist

Position Overview

As a Senior Customer Specialist, you will play a key role in delivering an iconic, customer-first experience by guiding customers through every step of their CarMax journey. From facilitating appraisals and test drives to arranging financing and ensuring smooth transactions, you’ll help make the car buying and selling process simple and seamless. In addition, you will delegate tasks, mentor associates, and support store operations, reinforcing CarMax’s commitment to honesty, transparency, and exceptional service.

Role Responsibilities

• Guide customers through the entire process, including appraisals, test drives, and financing applications.
• Delegate and direct store workflow, addressing questions and resolving customer concerns promptly.
• Train and mentor associates, fostering development and team success.
• Execute strategies to achieve sales goals and maintain operational excellence.
• Provide management coverage by opening and closing the store as needed.
• Perform administrative tasks, including inventory reconciliation, paperwork audits, payment management, and conduct vehicle condition assessments and ensure vehicles meet CarMax Quality Standards.
• Follow CarMax Environmental, Health and Safety (EH&S) requirements and maintain a clean and orderly work area.

Required Qualifications

• Ability to create and maintain a positive work environment while demonstrating strong team behaviors.
• Exceptional communication and relationship-building skills with confidence in CarMax products and processes.
• Skilled in delegating tasks, making sound decisions, and balancing customer and business needs.
• Ability to multi-task in a fast-paced environment and maintain attention to detail.
• Proficiency in reading and interpreting data for accurate record-keeping.
• Ability to lift up to 25 lbs, hold a valid driver’s license, and possess a high school diploma or equivalent.

Preferred Qualifications

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

About CarMax

At CarMax, we revolutionized the used car buying experience over 30 years ago by introducing transparency and integrity into the process. Our commitment to customer experience, innovation, and community has made us the nation’s largest used car retailer. With over 250 store locations and over 30,000 associates, we are proud to have been recognized as one of the Fortune 100 Best Companies to Work For® and are committed to helping our communities thrive.

CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

Pay and Benefits

The Hourly Rate For This Position Is $15.50 - $32.40
Benefits Except as otherwise required by state law, CarMax Associates are entitled to the following paid sick, vacation, and holiday time. Associates That Are Considered Full-time Hourly Or Commission/incentive Eligible To earn up to 48 hours of sick time per year accrued on a per pay period basis and 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. For 8 hours of pay for each of a total of 6 paid scheduled holidays per year plus 1 floating holiday. If such an Associate does work on a scheduled holiday due to business need, they are eligible for Holiday Premium Pay. Associates considered full-time salaried 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.