Customer Service Representative

2 months ago


Gilbert, Arizona, United States CarMax Full time
Job Summary

CarMax is seeking a highly skilled and customer-focused Customer Service Representative to join our team. As a key member of our Service Department, you will be responsible for delivering exceptional customer service by supporting our customers on the phone and in person before, during, and after service/repair processes.

Key Responsibilities
  • Customer Service: Answer all incoming service calls in a prompt and friendly manner, displaying appropriate tone of voice and empathy throughout the entire customer interaction.
  • Support the Service Department: Assist Customer Advisors/Service Consultants with customers when needed, answer basic service department questions, schedule service appointments, and route customers' calls.
  • Communication: Provide written messages to the responsible party in a timely manner, complete reminder calls for customers scheduled for an appointment, and assist the service department in contacting customers once special ordered parts have arrived to schedule appointments.
  • Documentation: File repair orders and all supporting documentation daily, and audit all sublet invoices to ensure they are processed and resolved per CarMax Guidelines.
  • Compliance: Ensure the loaner log and dealer tags are always in compliance with audit requirements.
Requirements
  • Accountability: Accountable to Associate 1 Competency Model.
  • Interpersonal and Communication Skills: Demonstrate exceptional interpersonal, communication, and customer service skills, and demonstrate exceptional telephone etiquette and active listening skills.
  • Computer 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, and maintain or exceed the CarMax guidelines for customer satisfaction.
  • Education and Experience: Read, interpret, and transcribe data in order to maintain proper records, and possess intermediate computer skills including spreadsheet knowledge.
About CarMax

CarMax is an innovative company that disrupted the auto industry by delivering the honest, transparent, and high-integrity experience customers want and deserve. We are a 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.



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