• Connect with inbound customers online and over the phone to find out what they want and need from their next car purchase. • Use your knowledge of the CarMax inventory to guide customers towards vehicles that meet their needs. • Guide customers every step of the way, from online sales or appraisal to arranging finance applications and scheduling vehicle delivery. • Ensure a seamless transition from online to in-store purchasing to provide an unrivaled customer service experience. • Mentor others as your skillset expands. • Achieve sales targets while providing an iconic customer experience. • Acquire the Automotive Sales Persons License in specific states – may require testing and travel as some states request physical presence to apply for the license.

• Ensure that customer experience center leadership is in synch with Coinstar culture, brand, and values • Monitor KPIs to ensure that the customer experience center delivers a quality customer experience as outlined in the Statement of Work • Resolve and/or approve customer service Tier 1 issues for customer service vendor • Responsible for resolving customer complaints via multiple platforms and various agencies (e.g., social media, Better Business Bureau, email, etc.) • Participate in vendor meetings, quality calibration and business reviews • Facilitate vendor team lead meetings • Complete audits to confirm adherence of company policies and procedures • Champion business strategies and new product implementation • Bring forward to Vendor Manager recommendations on current policies and procedures as well as day to day process improvements • Coordinate and assist in other tasks as needed and work with other departments to resolve issues either directly or indirectly relating to the vendors • Perform various administrative tasks

• Answer inbound calls and assist members with scheduling or updating transportation • Confirm member eligibility and accurately enter ride details • Address questions and resolve issues related to transportation services • Identify additional member needs and provide appropriate support • Collaborate with internal teams to resolve real-time challenges • Meet and exceed performance goals, including response time, accuracy, and customer satisfaction

• Establish and document scalable support processes, workflows, and SLAs • Define support coverage model, ticket routing, and escalation paths • Create and maintain a structured, usable knowledge base • Identify gaps and implement systems that improve efficiency and consistency • Define, track, and report on key support metrics including: • First response time • Time to resolution • Ticket volume and trends • Escalation rates • Customer satisfaction (CSAT) • Build dashboards and reporting to provide visibility to leadership • Use data to identify trends, root causes, and opportunities for improvement • Set team goals and hold the team accountable to performance standards • Lead, coach, and develop a small team of Customer Support Technicians • Set clear expectations and provide consistent feedback • Drive accountability, ownership, and strong communication across the team • Support hiring and scaling the team as the company grows • Act as escalation point for complex or high-impact customer issues • Ensure a consistently high-quality, empathetic, and professional support experience • Partner with Customer Success to align on customer health and retention • Partner with Product and Engineering to surface bugs and advocate for product improvements • Identify recurring issues and drive upstream fixes, not just reactive support • Collaborate with Implementation and Customer Success to improve the end-to-end customer journey