Manager, Customer Experience Center

Welcome to CarMax, where we pride ourselves on providing a seamless and exceptional customer experience. We are currently seeking a highly motivated and passionate Manager to lead our Customer Experience Center. In this role, you will be responsible for overseeing the daily operations of our call center, ensuring a high level of customer satisfaction and driving continuous improvement. As a member of the CarMax team, you will have the opportunity to make a meaningful impact on the customer experience and contribute to the overall success of the company. We are looking for a candidate who is customer-focused, results-driven, and has a strong understanding of call center operations. If you are ready to join a dynamic and growing organization, we encourage you to apply for this exciting opportunity.

1. Oversee the daily operations of the Customer Experience Center, including managing a team of call center representatives.
2. Monitor call center performance metrics and identify areas for improvement.
3. Develop and implement strategies to improve customer satisfaction and drive continuous improvement.
4. Train and coach call center representatives to ensure they are providing exceptional customer service.
5. Collaborate with other departments to ensure a seamless and exceptional customer experience.
6. Develop and maintain standard operating procedures for the call center.
7. Handle escalated customer issues and provide timely and effective resolution.
8. Maintain up-to-date knowledge of industry trends and best practices in call center management.
9. Conduct regular performance evaluations and provide feedback to team members.
10. Manage staffing levels and schedules to ensure adequate coverage and efficient operations.
11. Identify and implement technology solutions to improve call center operations.
12. Collaborate with other managers to develop and implement company-wide customer service initiatives.
13. Monitor and manage call center budget.
14. Maintain a positive and collaborative work environment for call center employees.
15. Stay informed of company policies and procedures and ensure call center operations are in compliance.

According to JobzMall, the average salary range for a Manager, Customer Experience Center in Richmond, VA, USA is $61,000 - $110,000 per year. This range can vary depending on the specific industry, company size, and level of experience of the individual. Additional factors such as bonuses, benefits, and incentives may also impact the overall salary for this position.

CarMax, Inc. is as a holding company, which operates as a retailer of used vehicles and wholesale vehicle auction operator. The company operates through the following segments: CarMax Sales Operations and CarMax Auto Finance.