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Contact Center Manager

Company: carmax
Location: Richmond
Posted on: September 17, 2020

Job Description:

CarMax, the way your career should be!--At CarMax, we attribute our success to putting people first and doing what's right. Your leadership will drive your team to deliver an iconic customer experience through executing our Professional Selling Principals and working together with peers, other CarMax locations, and center leadership. It is our associates that have helped make us the--nation's largest retailer of used cars.--If you know how to achieve results by coaching and developing other people, we'll give you all the opportunities you need to build an outstanding and rewarding career in our fast-growing business.What You'll Do - Essential Responsibilities:Help your associates guide and progress customers through their CarMax experience by executing key activities like vehicle selection, finance applications, extended service plan explanations, etc.Build a highly engaged culture and environment using collaboration, transparency and motivationProvide continuous feedback and coaching to improve and maintain an iconic customer experience and drive salesSelect, attract, hire and on-board world-class sales professionals who are well prepared to provide exceptional customer serviceManage to business metrics (sales, service levels, staffing, etc.)Manage projects and tasks assigned to your teamAs a Customer Experience Center Manager at CarMax, you will lead a dynamic team of 10-15 Customer Experience Consultants who are the face of CarMax for our customers. Creating excitement and maintaining high levels of morale through change are essential for leaders within CarMax.--You will manage projects assigned to your team, while defining and measuring performance metrics.Qualifications and Requirements:High School Diploma, GED, equivalent certification or military experience required; Bachelor's degree preferredAt least 3 years of experience in people management required; at least 5 years people management in a retail or contact center environment preferredAt least 2 years of sales experience requiredAt least 2 years of experience in process management preferredBilingual in English/Spanish is preferredAbility to communicate clearly and effectivelyAbility to motivate, inspire, and gain buy-in from othersFlexibility to provide cover for location opening hours, including evenings and weekendsAbout CarMaxCarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking--around the way cars are bought and sold--has helped us become the nation's largest retailer of used cars, with over 200 locations nationwide.Our--amazing team of more than 25,000 associates work together to deliver iconic customer experiences.--Along the way,--we help every associate grow their career and achieve their best, at work and in their community.--We are recognized for our commitment to training and diversity and are--one of the FORTUNE 100 Best Companies to Work For--.

Keywords: carmax, Richmond , Contact Center Manager, Executive , Richmond, Virginia

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