Customer Service Representative

2 months ago

Houston, Texas, United States CarMax Full time
Job Summary

We are seeking a highly skilled and customer-focused Service Consultant/Customer Advisor to join our team at CarMax. As a Service Consultant/Customer Advisor, you will be responsible for delivering exceptional customer service by acting as a liaison between the customer and retail technician or mechanical associate on the phone before, during, and after the service/repair processes.

Key Responsibilities
  • Meet and Greet Customers: Greet all service customers in a friendly manner, conveying exceptional customer service skills and empathy throughout the entire customer interaction.
  • Assist Service/Customer Operators: Assist Service/Customer Operators with incoming service calls when needed.
  • Interview and Document Customer Concerns: Accurately interview and document customer concerns.
  • Establish Call Times: Establish specific call time with each customer to update them on the status of their vehicle and consistently meet those call time commitments.
  • Create Repair Orders: Create repair orders and route work to technicians or mechanical associates.
  • Obtain Estimates and Approvals: Obtain accurate estimates and approvals for Extended Service Policy (ESP) claims.
  • Consult with Customers: Consult with customers regarding needed repairs.
  • Review Repair Orders: Review repair orders for work performed and accuracy of all labor, parts, and sublet documentation for billing.
  • Close and Invoice Repair Orders: Close and invoice repair orders.
  • Communicate with Customers: Clearly explain and communicate all recommendations/repairs/service/maintenance performed to ensure customer understanding.
  • Collect Service Payments: Collects service payments and manages cash, including receiving and counting money.
  • Balance Workload: Balance a busy workload and properly dispatch work to the appropriate technician/mechanical associate.
  • Address Customer Concerns: Ensure all customer concerns are addressed and resolved in a timely manner.
Requirements
  • Interpersonal and Communication Skills: Demonstrate exceptional interpersonal, communication, and customer service skills.
  • Telephone Etiquette: Demonstrate exceptional telephone etiquette and active listening skills.
  • Customer Service: Provide exceptional customer service at all times by consistently executing the Retail Service Standardized Work and Voice of Customer (VoC) processes.
  • Computer Skills: Read, interpret, and transcribe data in order to maintain accurate records.
  • Intermediate Computer Skills: Intermediate computer skills, including spreadsheet knowledge.
  • Teamwork: Successfully work with associates in other departments within the store.
  • Communication: 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.
  • Training: Stay current in CarMax provided training in all areas of the Service process.
Working Conditions
  • Office and Outdoor Environment: Combination of both office and outdoor environment; may include working at times in noisy and/or inclement weather conditions.
  • Physical Demands: Requires walking or standing for extended periods of time.
  • Flexible Work Hours: Flexible work hours with shifts that may include nights, weekends, holiday, and 12-hour days.
  • Company Policies: Follow all CarMax, O.S.H.A., and EPA standards, including the use of Personal Protective Equipment, and proper waste disposal in required areas.

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