Representative, Customer Service

Position Overview

As a Representative, Customer Service, you’ll be the voice of CarMax Auto Finance, delivering exceptional support and ensuring every customer feels valued. At CarMax, we put people first—customers and associates alike—while redefining the car buying experience. In this role, you’ll resolve inquiries, educate customers on account details, and collaborate across teams to provide best-in-class service. Your efforts will help maintain CarMax as the trusted choice for car buying and financing.

Why CarMax?

At CarMax, we are the nation’s largest retailer of used cars with stores from coast to coast, and we are still growing. We’re rethinking the way people buy cars – and our associates help us do just that. We believe work should feel meaningful and rewarding, with opportunities to make an impact every day. Whether you’re advancing your career or growing your skillset, we are here to drive you forward.

Team Overview

Join a team that values empathy, integrity, and transparency in every interaction. You’ll manage complex customer concerns, process payments, and balance customer needs with performance goals. Working closely with multiple departments, you’ll play a critical role in resolving issues efficiently while supporting CarMax Auto Finance’s success.

Role Responsibilities

• Handle inbound customer calls and provide clear, accurate answers regarding account details.
• Resolve account-related issues promptly, escalating to management when necessary.
• Educate customers on finance charges, late fees, credit reporting, and payment options, ensuring full understanding.
• Document all interactions in internal systems to maintain accurate records.
• Collaborate with other departments to resolve concerns within company policies and legal guidelines.

Required Qualifications

• High school diploma or equivalent, or at least one month of related experience/training.
• Proficient computer and keyboard skills, meeting minimum speed and accuracy standards.
• Flexible availability, including evenings, weekends, and some holidays.
• Strong communication skills to engage customers effectively via phone and manage challenging conversations.
• Problem-solving ability, including recognizing issues and applying solutions or escalating when needed.

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.

As an associate, you are part of an innovative movement to empower the modern customer and drive progress. Your work fuels change—sparking ideas, overcoming challenges, and shaping what’s next. Join us in creating a better future– for our company, our customers, and the communities we call home. 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.

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