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Customer Service Representative
2 months ago
We are seeking a highly skilled Customer Operator to join our team at CarMax. As a Customer Operator, you will play a critical role in delivering exceptional customer service by supporting the Service Department in various ways.
Key Responsibilities- Provide prompt and friendly service to customers via phone and in person, displaying empathy and a positive tone throughout interactions.
- Assist Customer Advisors/Service Consultants with customers as needed, ensuring seamless service delivery.
- Answer basic service department questions, schedule service appointments, and route customer calls efficiently.
- Provide written messages to responsible parties in a timely manner, ensuring effective communication.
- Complete reminder calls for customers scheduled for appointments, ensuring timely follow-up.
- Assist the service department in contacting customers once special ordered parts have arrived, scheduling appointments as needed.
- Contact customers with repair requests to schedule appointments, ensuring prompt resolution.
- Audit sublet invoices to ensure they are processed and resolved according to CarMax guidelines.
- Maintain the loaner log and dealer tags in compliance with audit requirements.
- Accountable to Associate 1 Competency Model.
- Demonstrate exceptional interpersonal, communication, and customer service skills.
- Exhibit exceptional telephone etiquette and active listening skills.
- Execute Retail Service Standardized Work.
- Provide exceptional customer service at all times, consistently executing Retail Service Standardized Work and Voice of Customer (VoC) processes.
- Maintain or exceed CarMax guidelines for customer satisfaction.
- Read, interpret, and transcribe data to maintain proper records.
- Intermediate computer skills, including spreadsheet knowledge.
CarMax is a leader in the auto industry, delivering honest, transparent, and high-integrity experiences to customers. Our team of over 25,000 associates work together to deliver iconic customer experiences, helping every associate grow their career and achieve their best. 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.
