• Responsible for consulting, coaching and training department leaders and employees on customer experience needs • Collaborating with internal stakeholders on leveraging customer experience data • Conducts onsite observations, facilitates customer service training for staff, and presents findings to various audiences • Leverages patient feedback to identify trends and support operational leaders in strategy development • Creates training content and delivers training through various methods • Tracks and analyzes consumer experience data to guide improvements at assigned locations

• Acts as a clinical liaison for both internal and external customers, addressing elevated inquiries • Facilitates elevation and documentation process for Unsolicited Medical Inquiries across product portfolio • Provides product-specific clinical training, including content creation and collaboration with training teams • Collaborates with laboratory and pathology teams to ensure accurate case resolution and process improvements • Monitors metrics for clinical inquiries and elevations, and identifies trends for corrective and preventative actions • Investigates escalations to identify process gaps and recommends retraining or workflow adjustments • Documents all information according to standard operating procedures

• 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