9002 - Carmax Auto Finance - 225 Chastain Meadows Ct NW, Kennesaw, Georgia, 30144

CarMax, the way your career should be!
Manage, motivate, develop and coach a team

At CarMax Auto Finance we put the needs of our customers first by providing customers vehicle financing support throughout the life of their car loan. As a Manager in Customer Service, you will directly manage a team of up to 23 associates who will answer incoming customer phone calls and provide timely resolution of customer account questions, issues, and process customer payments. In this role, you will have a wide degree of independence and latitude to manage your team to accomplish company goals and metrics.

What you'll do

• Build an effective team by interviewing, selecting, and extending employment offers to candidates to ensure team remains staffed to meet business needs consistently.
• Effectively manage the performance of a team of non-exempt associates thru coaching, training, developing, motivating, and creating accountabilities to ensure associates achieve expected departmental results and adhere to company policies and procedures.
• Be visible and accessible in the department and to the associates to motivate, answer associate questions, support, and drive associate engagement.
• Manage Business results thru tracking, measuring, effectively managing associate productivity, department staffing and scheduling, ensuring your team meets departmental objectives. Ensure reward and recognition programs are executed for associates and create an engaging work experience aligned with our company culture.
• Respond to and resolve escalated customer issues and general escalated inquiries via phone, performing all tasks in accordance with applicable policies and laws.

• High School Diploma or equivalent, and 2-3 years of team leadership experience in a fast-paced environment required. Bachelor degree preferred. For internal candidates, successful completion of the company Management Development Program is required.
• The ability and experience to interpret and analyze data, reports, processes, trends, and situations and recommend/implement solutions
• The ability to effectively coach, monitor and manage associates both in person and virtually
• The ability to resolve escalated customer issues by phone
• Basic to moderate computer knowledge and keyboard skills including a basic understanding of MS Word and Excel; Basic knowledge of Power point preferred