Job Description
About this job
At CarMax Auto Finance (CAF), delivering exceptional Customer’s Experiences is important to us. These experiences are influenced by the communications that we send to our customers and the way they feel when they receive them. The Sr. Representative, Customer Experience will provide daily monitoring and oversight to CAFs multi-channel digital document management system (CEDAR DCCM). Monitoring / reconciliation of daily sends, workflows and queues to ensure all email, print and mail, mobile, text and fax deliveries that are executed correctly/timely from the company account management systems (Alfa) into the document management system (CEDAR). Once queues are verified successful in CEDAR this role will monitor output via the appropriate delivery method (including the new 3rd party print vendor). The team will be partner closely with our Correspondence team, and other customer facing teams, who will also utilize the document management system to manage manual letter delivery, in-house printing and audit requirements.
About this job
At CarMax Auto Finance (CAF), delivering exceptional Customer’s Experiences is important to us. These experiences are influenced by the communications that we send to our customers and the way they feel when they receive them. The Sr. Representative, Customer Experience will provide daily monitoring and oversight to CAFs multi-channel digital document management system (Precisely/CEDAR). Monitoring / reconciliation of daily sends, workflows and queues to ensure all email, print and mail, mobile, text and fax deliveries that are executed correctly/timely from Alfa into the Precisely/CEDAR system. Once verified successful in CEDAR they will monitor output via the appropriate delivery method (including the new 3rd party print vendor). The team will be a partner closely with serval departments across CarMax Auto Finance, who will also utilize the Precisely/CEDAR system to manage all manual letter delivery and in-house printing and audit requirements.
What you will do
- Monitor and audit all daily communications of email, print and mail, mobile, text and fax deliveries through the Precisely/CEDAR CCM to ensure they are executed completely, and within the required legal and regulatory timeframes.
- Prepare and review daily reporting to evaluate departmental performance of key metrics and overall effectiveness of processes.
- Partner directly with Precisely/CEDAR Service Delivery Manager to troubleshoot and remediate any composition job failures or delays. Foster positive vendor relationship.
- Escalate any job failures or delays to Manager for partnership with impacted business area.
- Support required audits with documentation to include all legal and regulatory audit requirements.
- Execute test and/or supplemental campaigns by channel (or cross-channel).
- Create and/or update systematic, manual, and PDF letters within the Precisely Portal
- Update and maintain centralized communication tool (LeanKit) to provide updates on projects with deadline.
Purpose of the role
The Senior Representative, Customer Experience will report to the Manager, Customer Experience and will help ensure all customer facing communications are processed timely and in alignment with all legal and regulatory requirements (SLAs). They will execute on strategic recommendations made by the manager for new processes, workflows, communications and/or digital campaigns to support our communications strategies and create stronger customer experiences. This role caters to those who thrive when given the chance to analyze and solve issues, and doing so independently in a fast-paced, cross-functional environment.
Qualifications and Requirements
- Analytical and able to recognize trends and anomalies within reports
- Extreme attention to detail, organized and results focused
- Courageous Leadership and Teamwork is crucial to the success of this role
- Strong communication skills both verbal and written are required
- Competency in Microsoft Office programs such as Excel and Word are necessary
- Experience using digital CRM (SalesForce, LeanKit or similar preferred).
- Two (2) year Associates Degree or 1 year in a comparable role preferred
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 reasonable accommodation to complete the CarMax Job Application.
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