Customer Service Representative

19 hours ago

Columbus, Georgia, United States CarMax Full time
Job Summary

As a Customer Service Representative at CarMax, you will play a critical role in delivering exceptional customer experiences. You will act as a liaison between customers and retail technicians, providing top-notch service and support throughout the service and repair process.

Key Responsibilities
  • Meet and greet customers in a friendly and professional manner, conveying exceptional customer service skills and empathy.
  • Assist Service/Customer Operators with incoming service calls, accurately interview and document customer concerns, and establish specific call times to update customers on the status of their vehicle.
  • Create repair orders, route work to technicians, obtain accurate estimates and approvals for Extended Service Policy claims, and consult with customers regarding needed repairs.
  • Review repair orders for work performed and accuracy of all labor, parts, and sublet documentation for billing, close and invoice repair orders, and clearly explain and communicate all recommendations/repairs/service/maintenance performed to ensure customer understanding.
  • Collect service payments, manage cash, and balance a busy workload while properly dispatching work to the appropriate technician/mechanical associate.
Requirements
  • Demonstrate exceptional interpersonal, communication, and customer service skills, with the ability to provide exceptional customer service at all times.
  • Meet or exceed CarMax guidelines for customer satisfaction, read, interpret, and transcribe data to maintain accurate records, and possess intermediate computer skills, including spreadsheet knowledge.
  • Successfully work with associates in other departments within the store, perform multiple duties in a high-energy, fast-paced working environment, and demonstrate above-average communication skills with the ability to speak and listen effectively when dealing with customers/associates, both in person and over the phone.
  • Stay current in CarMax-provided training in all areas of the Service process and adhere to all CarMax policies, including the Code of Business Conduct, Attendance, Asset Protection, Integrity, Proper Recording of Time, Environmental Health and Safety, and Standards of Professional Appearance policies.
About CarMax

CarMax disrupted the auto industry by delivering the honest, transparent, and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation's largest retailer of used cars, with over 200 locations nationwide. Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences, and 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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