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Customer Service Advisor

2 months ago

Austin, Texas, United States CarMax Full time
Location: Austin, Texas

Company Overview:

CarMax is revolutionizing the automotive industry by providing a transparent and trustworthy experience that customers expect and deserve. As the largest retailer of used cars in the nation, we operate over 200 locations across the country.


Position Summary:

In this role, you will be responsible for delivering outstanding customer service by acting as a key point of contact between customers and our service technicians. Your primary focus will be to ensure a seamless service experience from initial contact through to the completion of repairs.


Key Responsibilities:
  • Welcome all service customers warmly, demonstrating exceptional customer service and empathy throughout their visit.
  • Support Service/Customer Operators with incoming service inquiries as necessary.
  • Conduct thorough interviews to accurately document customer concerns.
  • Set specific times to follow up with customers regarding their vehicle status, ensuring timely communication.
  • Create and manage repair orders, directing work to the appropriate technicians.
  • Secure accurate estimates and obtain necessary approvals for service claims.
  • Engage with customers to discuss required repairs and services.
  • Review completed repair orders for accuracy in billing and documentation.
  • Finalize and invoice repair orders efficiently.
  • Clearly communicate all service recommendations and repairs to ensure customer understanding.
  • Process service payments and manage cash transactions responsibly.
  • Balance a dynamic workload while ensuring all customer concerns are addressed promptly.

Qualifications:
  • Exceptional interpersonal and communication skills.
  • Strong telephone etiquette and active listening abilities.
  • Commitment to providing excellent customer service by adhering to established standards.
  • Ability to meet or exceed customer satisfaction benchmarks.
  • Proficient in reading and interpreting data for accurate record-keeping.
  • Intermediate computer skills, including familiarity with spreadsheets.
  • Collaborative mindset to work effectively with associates across departments.
  • Able to perform multiple tasks in a fast-paced environment.
  • Strong verbal communication skills for effective interactions with customers and colleagues.
  • Willingness to stay updated with ongoing training in service processes.

Work Environment:
  • Combination of office and outdoor settings; may involve exposure to varying weather conditions.
  • Physical ability to stand or walk for extended periods.
  • Flexible scheduling, including nights and weekends as needed.
  • Adherence to all safety and operational standards.

About Us:

At CarMax, we are proud of our diverse workforce and commitment to training and development. Our team of over 25,000 associates is dedicated to delivering exceptional customer experiences while fostering career growth and community involvement.

CarMax is an equal opportunity employer, and we welcome applications from all qualified candidates without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or any other characteristic protected by law.