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Customer Service Representative

1 month ago

Buford, Georgia, United States CarMax Full time

Job Summary:

We are seeking a highly skilled Customer Service Representative to join our team at CarMax. As a Customer Service Representative, you will be responsible for delivering exceptional customer service by acting as a liaison between the customer and retail technician or mechanical associate.

Key Responsibilities:

  • Meet and greet all service customers in a friendly manner, conveying exceptional customer service skills and empathy throughout the entire customer interaction.
  • Assist Service/Customer Operators with incoming service calls when needed.
  • Accurately interview and document customer concerns.
  • Establish specific call times with each customer to update them on the status of their vehicle and consistently meet those call time commitments.
  • Create repair orders and route work to technicians or mechanical associates.
  • Obtain accurate estimates and approvals for Extended Service Policy (ESP) claims.
  • Consult with customers regarding needed repairs.
  • Review repair orders for work performed and accuracy of all labor, parts, and sublet documentation for billing.
  • Closely and invoice repair orders.
  • Clearly explain and communicate 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 properly dispatch work to the appropriate technician/mechanical associate.
  • Ensure all customer concerns are addressed and resolved in a timely manner.

Requirements:

  • Demonstrate exceptional interpersonal, communication, and customer service skills.
  • Demonstrate exceptional telephone etiquette and active listening skills.
  • Provide exceptional customer service at all times by consistently executing the Retail Service Standardized Work and Voice of Customer (VoC) processes.
  • Meet or exceed CarMax guidelines for customer satisfaction.
  • Read, interpret, and transcribe data in order to maintain accurate records.
  • 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.
  • 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.

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. Along the way, we 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.

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.