About this job

This position plays a vital role for CarMax auctions by delivering exceptional customer service for escalated issues; driving associate development and daily business objectives; providing support to auction managers, dealers and stores via phone, email and fax.

What you will do – Essential Responsibilities

• Daily Execution

  • Distribute work among associates based on staffing and established priority to ensure workload balancing and completion of daily goal for a team of 10-20

  • Collaborate with peers and management to complete daily workload to include ongoing projects as assigned

  • Serve as a subject matter expert and “go-to” person for the team with all technical matters up to and including escalations

  • Contribute to team goals, focus on everyone’s success, and jump in to help when needed

• Observe and Coach on Technical Skill

  • Provide in the moment guidance for technical questions

  • Review work to ensure accuracy and excellent execution

  • Provide feedback on best practices focusing on consistency, efficiency, and a commitment to accuracy among the team based on review of daily work and identified trends

  • Analyze data captured during reviews to suggest process improvement, identify opportunity for relationship building w/external lenders or auctions and/or establish metrics to drive production

• Identify, Research, and Resolve Problems

  • Thinks logically and conducts root cause analysis while considering long and short-term impact when suggesting or implementing process changes

  • Resolution will include partnerships with internal and external business partners such as other departments within the Home Office, store management, and financial institutions.

  • Escalate to management when necessary

• Identify Opportunities for Improvement and Embrace Change

  • Analyze volume, accuracy statistics, and trends to ensure excellent execution or suggest improvements

  • Present solutions based on findings with a focus on discovering efficiencies

  • Assist with projects as assigned

• Facilitate and actively participates in meetings or events

• Help to Onboard New Associates

  • Coordinate with team to develop and maintain training materials and procedures

  • Develop and ensure execution of training plan through regular check-ins

  • Serve as a Coach for new hires

Purpose of the role

The Sr. Coordinator, Auction Services is responsible for workload balancing, review of work, and delivery of feedback to ensure successful daily execution of the work on their assigned area of responsibility. This position will serve as the primary point of contact for internal and external business partners as well as represent the department as a functional subject matter expert (SME). The Sr. Coordinator will provide guidance as it relates to technical knowledge and skill, assist with training, projects, and actively identify opportunities for process improvement

Qualifications and Requirements

• High School Diploma or equivalent required

• Minimum of 6 months of CarMax Auction Services experience, required; 1-2 years, preferred.

• Proficiency in Microsoft Office suite

• Strong communications skills

• Strong internal and external customer service and organization skills.

• Partners with others to best serve the customer

• Prioritizes customer service over non-customer tasks

• Seeks win-win solutions to customer issues

• Strong teamwork behaviors in line with CarMax values

• Ability to work independently with limited supervision

• Demonstrated ability to manage multiple tasks and results focused

• Ability to communicate effectively (written and verbal) with associates, managers, customers, and suppliers

• Ability to convey a professional and positive image to customers and associates

• No specific education requirements

• Experience with customer service

• Experience working in fast paced environment

Work Location and Arrangement: This role will be based out of the Richmond, VA Home Office and have a Hybrid work arrangement.

About CarMax

CarMax 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®.

Our Commitment to Diversity and Inclusion:

CarMax is committed to bringing together people from different backgrounds and perspectives, providing employees with a safe, welcoming, and inclusive work environment.

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

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.