Chat Consultant

7971 - Phoenix CEC - 1515 W. 14th Street, Tempe, Arizona, 85281
CarMax, the way your career should be!
Provide an iconic customer experience.
As a Chat Experience Consultant, you will be the vital link between a customer's at-home and in-store CarMax experience, providing a simple and seamless process. You will respond to sales leads and customer inquiries, ensuring customers can buy the vehicle they want in a way that suits them. You will offer support during every step of their car-buying journey. We've become the nation's largest retailer of used cars due to our honesty and transparency, and those same traits will help you succeed too.
What you will do - Essential responsibilities
• Connect with Web-based and SMS (Short Message Service) customers via a chat platform, to discover and progress customers to the best next step in their car shopping journey
• Use your knowledge of the CarMax inventory to guide customers toward vehicles that meet their needs using web chat or text-based platforms.
• Guide customers at various points in their CarMax journey by providing them with the next best steps on how to purchase or sell their vehicle.
• Ensure a seamless transition from online to in-store purchasing to provide an unrivaled customer service experience
• Achieve sales targets and key business objectives while providing an iconic customer experience
• Acquire the Automotive Salesperson License in specific states - may require testing and travel as some states request physical presence to apply for the license.
Purpose of the role

• Chat associates will play a key role by continuing to assess and provide feedback on new customer experience technologies enhancing our Iconic Customer Experience
• Assist customers progress through the sales journey via the web chat or text-based platform.
• Chat associates will be expected to assist multiple customers via a wide range of interactions effectively, and in some cases at the same time (Concurrent Chats)
• Associates in Chat will be expected to deliver an Iconic Customer Experience that includes a strong customer focus, proper written etiquette, timely responses to customer chats, and proper spelling/grammar.
• The Chat role will provide a platform for personal growth and development through innovation and change.

Qualifications and requirements

• Sales and customer service experience, in an area such as retail, is preferred.
• Thrive in a fast-paced sales environment.
• Good listening skills and a strong customer focus
• High level of self-motivation to achieve performance goals.
• Strong written and verbal communication skills
• Be able to handle multiple chat conversations with customers concurrently while maintaining appropriate soft skills needed to provide an Iconic Customer
• Ability to learn and be proficient in new technologies, and strong computer skills.
• Availability for shifts that may include nights, weekends, and holidays.
• Must be open to shifting schedules two times per year according to the needs of the business.
• Hybrid role requires working on site at least one day per week.
• Candidates must live within a 1 hour commute of a Customer Experience Center (CEC) location.

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