CarMax expands personalized car-buying product, staffs up service centers
CarMax is rolling its customer-driven car-buying experience into Colorado, where customers within a 60-mile radius of Denver and Colorado Springs can utilize the personalized offering, the company announced Tuesday.
The used-car retailer is scaling the omnichannel experience nationwide and is on track “to reach the majority of our customers by the end of February,” with the full roll out slated to be complete by February 2021, according to company spokeswoman Jennifer Bartusiak.
The new retail concept enables customers to complete the entire car-buying process from home — including financing, trade-in and paperwork — with the option to have their vehicle delivered to their home or workplace. CarMax also offers in-store shopping, with expedited pickup for customers who choose to complete part, or all, of the process from home.
CarMax customer service reps are also available throughout any point of the purchase and finance process via phone, text and email.
In preparation of the nationwide rollout, CarMax opened customer-experience centers in Atlanta, Ga., Kansas City, Kan., and, most recently, in Phoenix, Ariz., in December 2019, Bartusiak said. CarMax is actively hiring service reps at all three locations, including nearly 200 reps in its Phoenix location, she noted.
Colorado is the latest state to offer CarMax’s home delivery and expedited pickup, joining Florida, Georgia, Maine, North Carolina and Texas. Certain cities in Alabama, Louisiana, Mississippi, New York, Virginia and New England also offer the program.
