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Customer Service Liaison

1 week ago

Newport News, Virginia, United States CarMax Full time

About the Role:

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We are seeking a highly skilled Customer Service Liaison to join our team at CarMax. As a key member of our sales and service department, you will play a vital role in delivering exceptional customer experiences.

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Key Responsibilities:

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  • Meet and greet customers in a friendly manner, conveying exceptional customer service skills and empathy throughout the entire interaction.\
  • Assist Service/Customer Operators with incoming calls when needed.\
  • Accurately interview and document customer concerns.\
  • Establish specific call times with each customer to update them on their vehicle's status, consistently meeting those commitments.\
  • Create repair orders and route work to technicians or mechanical associates.\
  • Obtain accurate estimates and approvals for Extended Service Policy claims.\
  • Consult with customers regarding needed repairs.\
  • Review repair orders for accuracy of labor, parts, and sublet documentation for billing.\
  • Closely review all recommendations/repairs/service/maintenance performed to ensure customer understanding.\
  • Collect service payments and manage cash, including receiving and counting money.\
  • Balance a busy workload and dispatch work to the appropriate technician/mechanical associate.\
  • Evaluate and resolve customer concerns in a timely and efficient manner.\
  • Maintain accurate records and perform data entry tasks as required.\
  • Collaborate effectively with other departments within the store to meet customer needs.\
  • Demonstrate flexibility and adaptability in a fast-paced working environment.\
  • Provide ongoing support to customers, ensuring they feel valued and informed throughout the service process.\
  • Stay up-to-date on CarMax-provided training and best practices in the Service process.\
  • Perform other duties as assigned by management.\
  • Foster open communication and positive relationships with colleagues and customers alike.\
  • Contribute to a culture of integrity and professionalism within the organization.\
  • Maintain confidentiality and handle sensitive information with discretion.\
  • Promote a safe and healthy work environment, adhering to all applicable laws and regulations.\
  • Continuously improve processes and procedures to enhance customer satisfaction and operational efficiency.\
  • Support and uphold CarMax policies and standards, including attendance, asset protection, integrity, and environmental health and safety.\
  • Remain aware of changes in industry trends, market conditions, and competitor activity, adapting responses accordingly.\
  • Other responsibilities may be assigned based on business needs and requirements.\
  • Deliver exceptional customer service through active listening, empathy, and problem-solving skills.\
  • Develop and maintain a deep understanding of CarMax products and services, communicating this knowledge effectively to customers.\
  • Strive to build strong relationships with customers, establishing trust and credibility throughout interactions.\
  • Seek opportunities to provide additional value to customers, enhancing overall satisfaction and loyalty.\
  • Actively participate in ongoing training and development initiatives, maintaining a high level of expertise in sales and service techniques.\
  • Embody the CarMax values and culture, demonstrating respect, honesty, and accountability in all interactions.\
  • Drive business growth through effective communication, negotiation, and conflict resolution skills.\
  • Consistently apply the Retail Service Standardized Work and Voice of Customer (VoC) processes, striving for excellence in every customer interaction.\
  • Partner with internal teams to optimize workflow, reduce wait times, and streamline processes.\
  • Monitor progress against performance metrics, adjusting strategies as needed to drive continuous improvement.\
  • Enhance customer experience through personalized interactions, anticipating and addressing needs before they arise.\
  • Uphold the highest standards of professionalism and ethics, setting a positive example for others to follow.\
  • Strengthen relationships with customers, fostering loyalty and driving long-term growth.\
  • Improve operational efficiency by streamlining processes, reducing errors, and promoting standardization.\
  • Leverage technology to automate routine tasks, freeing up time for more strategic activities.\
  • Analyze customer feedback and data to identify areas for improvement, implementing targeted solutions to drive results.\
  • Bolster CarMax's reputation by delivering exceptional customer service, exceeding expectations in every interaction.\
  • Raise the bar for sales and service performance, driving revenue growth through innovative solutions and strategies.\
  • Boost morale and motivation among team members, empowering them to excel in their roles.\
  • Introduce new ideas and perspectives, challenging conventional wisdom to propel business forward.\
  • Manage multiple priorities, focusing on critical tasks and meeting deadlines in a dynamic environment.\
  • Develop and execute strategies to increase sales, expand customer base, and promote brand awareness.\
  • Solve complex problems, applying analytical thinking and creative problem-solving skills to deliver innovative solutions.\
  • Build and maintain collaborative relationships with cross-functional teams, fostering a culture of teamwork and cooperation.\
  • Communicate effectively with diverse audiences, tailoring messages to suit different needs and preferences.\
  • Sustain a culture of innovation, encouraging experimentation and calculated risk-taking to drive breakthroughs.\
  • Ensure seamless integration with CarMax systems and processes, facilitating smooth workflows and maximizing productivity.\
  • Implement and enforce quality control measures to guarantee consistency and excellence in service delivery.\
  • Identify and seize opportunities to upsell and cross-sell, expanding revenue streams and building customer loyalty.\
  • Maintain up-to-date knowledge of industry trends, technologies, and market developments, applying insights to drive business growth.\
  • Provide regular feedback and coaching to team members, promoting growth and development.\
  • Support and facilitate the recruitment and selection process for new hires, ensuring cultural fit and alignment with company values.\
  • Participate in staff meetings and contribute to discussion on key topics, offering insights and suggestions for improvement.\
  • Mentor and develop junior colleagues, sharing expertise and guiding them toward career advancement.\
  • Volunteer for special projects, showcasing willingness to go above and beyond to support the team and achieve business objectives.\
  • Coach and train colleagues on new skills, promoting shared knowledge and capabilities.\
  • Engage in peer mentoring, offering guidance and support to fellow team members.\
  • Develop and lead cross-functional projects, driving collaboration and synergy across departments.\
  • Foster open lines of communication, providing constructive feedback and guidance to colleagues.\
  • Enable a culture of inclusivity and diversity, promoting equality and respect for all individuals.\
  • Apply the 80/20 rule to prioritize tasks and maximize impact, leveraging resources efficiently.\
  • Maintain current knowledge of local competition and market trends, using insights to inform strategic decisions.\
  • Use storytelling techniques to convey complex information in an engaging and memorable way.\
  • Help shape organizational change, embracing innovations and improvements that drive success.\
  • Train colleagues on conflict resolution techniques, equipping them to address issues effectively.\
  • Clarify ambiguity, distilling complex concepts into clear and actionable advice.\
  • Preserve excellent communication channels, keeping stakeholders informed about project updates and outcomes.\
  • Explore alternative perspectives, stimulating creative problem-solving and innovative thinking.\
  • Ideal candidate will have experience working in customer-facing roles and possess excellent interpersonal and communication skills.\
  • Prior experience in sales or service environments is beneficial but not essential.\
  • High school diploma or equivalent required; degree in a relevant field such as communications, business administration, or marketing preferred.\
  • The ideal candidate should be proficient in Microsoft Office applications, particularly Word and Excel.\
  • Able to lift up to 25 pounds and stand for extended periods if necessary.\
  • Ability to thrive in a fast-paced environment, multitasking and prioritizing multiple projects simultaneously.\
  • Work independently, taking initiative to complete tasks without direct supervision.\
  • Exemplary time management and organizational skills, ensuring timely completion of projects and adherence to deadlines.\
  • Effective listener, capable of processing and acting on verbal instructions and feedback.\
  • Excellent written and verbal communication skills, articulating complex ideas in a clear and concise manner.\
  • Highly adaptable, willing to adjust to changing circumstances and priorities as needed.\
  • Strong analytical skills, analyzing data to inform decision-making and drive results.\
  • Results-driven individual with a passion for delivering exceptional customer experiences.\
  • Possess emotional intelligence, empathy, and patience when interacting with diverse stakeholders.\
  • Ambitious self-starter with a can-do attitude, eager to take on new challenges and grow professionally.\
  • Capacity to stay organized and focused under pressure, maintaining composure in fast-paced situations.\
  • Outstanding interpersonal skills, forming lasting relationships with colleagues and clients alike.\
  • Proactive in identifying and resolving conflicts, mediating disputes with tact and diplomacy.\
  • Adept at handling confidential information, maintaining confidentiality and discretion when dealing with sensitive matters.\
  • Leadership potential, willing to mentor and guide colleagues in their professional development.\
  • Flexibility to work variable shifts, including evenings, weekends, and holidays, as required.\
  • Physical stamina to walk or stand for extended periods, if necessary.\
  • Compliance with CarMax dress code and personal grooming standards.\
  • Successful completion of pre-employment background check and drug screen.\
  • Familiarity with industry-specific software, hardware, and tools, a plus.\
  • Proficiency in languages other than English, an asset.\
  • Award-winning customer service skills, driving customer satisfaction and loyalty.\
  • Three years of experience in a customer-facing role, preferably in retail or automotive industries.\
  • Proven track record of delivering results in a fast-paced environment, consistently meeting or exceeding targets.\
  • A minimum of two years of leadership experience, ideally in a supervisory or management capacity.\
  • Demonstrated ability to drive sales growth, expand customer base, and increase revenue streams.\
  • Proven success in improving customer satisfaction, net promoter score, and employee engagement.\
  • Ability to travel up to 10% for meetings, training, and conferences.\
  • Capable of managing budgets, forecasting revenue, and analyzing financial data.\
  • Prior experience working in a car dealership or related industry an advantage.\
  • Willingness to learn and adapt to new technologies, processes, and systems.\
  • Confidence in presenting to groups, communicating complex ideas, and influencing stakeholders.\
  • Previous experience leading cross-functional teams or projects.\
  • Aptitude for resolving complex problems and negotiating agreements.\
  • CarMax offers a comprehensive benefits package, including medical, dental, vision, life insurance, disability insurance, retirement plan, and paid time off.\
  • Discounted rates on select merchandise and services.\
  • Ongoing training and professional development opportunities.\
  • A fun, fast-paced work environment with a dynamic team.\
  • Recognition programs to celebrate individual and team achievements.\
  • Community involvement and volunteer opportunities.\
  • Flexible scheduling to accommodate your needs.\
  • Opportunities for advancement and career growth.\
  • A commitment to diversity, equity, and inclusion, fostering an inclusive work environment.\
  • CarMax strives to create a workplace culture that values diversity, promotes equal employment opportunities, and encourages contributions from all employees.\
  • We believe that diverse backgrounds, experiences, and perspectives enrich our workplace, fuel innovation, and drive business results.\
  • CarMax aims to create a workplace where everyone feels welcome, valued, and empowered to succeed.\
  • We recognize the importance of creating a workplace culture that supports and empowers all employees, regardless of race, gender, age, sexual orientation, or any other characteristic protected by law.\
  • At CarMax, we celebrate differences and strive to create an inclusive work environment that reflects the communities we serve.\
  • We acknowledge the historical and systemic barriers that exist and actively work to dismantle these barriers, creating opportunities for underrepresented groups to grow and thrive.\
  • We commit to upholding the principles of equality, fairness, and justice, both in our words and actions.\
  • We foster open dialogue, listening, and learning, recognizing that diversity is a source of strength and creativity.\
  • We empower employees to share their perspectives and ideas, harnessing collective talent and expertise to drive innovation and growth.\
  • We honor the unique experiences and backgrounds of each employee, celebrating our differences and weaving them into the fabric of our organization.\
  • We know that a diverse and inclusive workforce drives better business outcomes, improves decision-making, and enhances our reputation as a leader in the automotive retail industry.\
  • We believe that everyone deserves a chance to succeed, and we're committed to creating opportunities for growth, development, and recognition for all employees.\
  • Equal Employment Opportunity Statement:\

CarMax is an equal opportunity employer and welcomes applicants from diverse backgrounds, cultures, and perspectives. We offer equal employment opportunities to all qualified candidates, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability status, or any other characteristic protected by law.

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