Job Information
CARMAX Instructor II, Customer Experience Center (Hybrid) in Tempe, Arizona
7971 - Phoenix CEC - 1515 W. 14th Street, Tempe, Arizona, 85281
CarMax, the way your career should be!
About this job
Ensure a world-class customer experience
At CarMax, we want to disrupt our industry by empowering customers to buy a car on their own terms. As a Trainer in our Customer Experience Centers, you will be at the forefront of this process, developing contact center associates to create iconic experiences for our customers. Our Trainers prepare, conduct, and evaluate new hire training for the CarMax omni channel sales contact center. You will have a direct impact on improving the performance of our business and ensuring iconic experiences for our customers as they buy or sell the vehicle they want, in a way that’s right for them.
What you will do - Essential responsibilities
Facilitate 1-8 week new hire training sessions for varying contact center associates inclusive of policies and procedures, technical, and soft skill training
Drive learning through a variety of delivery methods to develop participant skill sets; classroom instruction, on-line learning, and role plays
Effective classroom management through active student engagement, coaching, mentoring, performance management, and providing appropriate feedback
Partner with site leadership and support partners on new hire performance during and after training
Exhibit a commitment to continuous learning. This includes pursuing development activities and opportunities to obtain additional expertise and strengthen core skills, building and improving job-related knowledge and leadership skills, seeking feedback from others and maintaining focus to continue the learning cycle
Partner with peers, leaders, and others for program improvements, new program development, administrative support, resource requests as needed
Purpose of the role
Improve customer experience with every interaction
Your excellent facilitation and platform skills, including the ability to disseminate content effectively and engage all participants, will set our newly hired Customer Experience Center associates up for success. Additionally, your initiative and creative approaches to problem solving will support training innovation and improvements across the CEC network. Your ability to absorb and facilitate timely and accurate information in a fast paced, ever evolving environment is key.
Qualifications and requirements
College degree preferred
3-5 years classroom facilitation and/or curriculum design/delivery or similar experience (Preferred)
1-3 years contact center and/or consultative sales experience a plus
Sound understanding of adult learning techniques, best practices in training design and delivery, blended learning methodologies and industry best practice
Excellent verbal and written communication skills
Proficiency with Microsoft Word, PowerPoint, Teams and Excel
About CarMax (DO NOT UPDATE)
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 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.
