Customer Service Representative
4 weeks ago
As a Customer Operator at CarMax, you will play a vital role in delivering exceptional customer service by supporting the Service Department. Your primary responsibilities will include answering incoming service calls, assisting customers on the phone and in person, and providing written messages to the responsible party in a timely manner.
Key Responsibilities:
- Answer all incoming service calls in a prompt and friendly manner, displaying appropriate tone of voice and empathy throughout the entire customer interaction.
- Assist Customer Advisors/Service Consultants with customers when needed.
- Answer basic service department questions, schedule service appointments, and route customers' calls.
- Provide written messages to the responsible party in a timely manner.
- Complete reminder calls for customers scheduled for an appointment.
- Assist the service department in contacting customers once special ordered parts have arrived to schedule appointments.
- Contact customers with Repair Requests to schedule appointments.
- File repair orders and all supporting documentation daily.
- Audit all sublet invoices to ensure they are processed and resolved per CarMax Guidelines.
- Ensure the loaner log and dealer tags are always in compliance with audit requirements.
- Accountable to Associate 1 Competency Model.
- Demonstrate exceptional interpersonal, communication, and customer service skills.
- Demonstrate exceptional telephone etiquette and active listening skills.
- Execute Retail Service Standardized Work.
- Provide exceptional customer service at all times by consistently executing the Retail Service Standardized Work and Voice of Customer (VoC) processes.
- Maintain or exceed the CarMax guidelines for customer satisfaction.
- Read, interpret, and transcribe data in order to maintain proper records.
- Intermediate computer skills including spreadsheet knowledge.
CarMax is an innovative company that disrupted the auto industry by delivering honest, transparent, and high-integrity experiences to customers. Our team of over 25,000 associates work together to deliver iconic customer experiences and help every associate grow their career and achieve their best, at work and in their community. 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.
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