Retail Customer Support Specialist

3 weeks ago


Loveland, Colorado, United States CarMax Full time
Service Department Customer Support Specialist

We are looking for a highly skilled and customer-focused individual to join our Service Department as a Customer Support Specialist. In this role, you will be responsible for providing exceptional customer service by supporting the Service Department in assisting customers on the phone and in person before, during, and after service/repair processes.

About the Role:
  • You will answer all incoming service calls in a prompt and friendly manner, displaying appropriate tone of voice and empathy throughout the entire customer interaction.
  • You will assist Customer Advisors/Service Consultants with customers when needed.
  • You will answer basic service department questions, schedule service appointments, route customers' calls.
  • You will provide written messages to the responsible party in a timely manner.
  • You will complete reminder calls for customers scheduled for an appointment.
  • You will assist the service department in contacting customers once special ordered parts have arrived to schedule appointments.
  • You will contact customers with Repair Requests to schedule appointments.
  • You will file repair orders and all supporting documentation daily.
  • You will audit all sublet invoices to ensure they are processed and resolved per CarMax Guidelines.
  • You will ensure the loaner log and dealer tags are always in compliance with audit requirements.
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
Benefits:
  • A competitive salary range of $19.25-$19.25 per hour
  • Paid sick, vacation, and holiday time
  • Benefits include paid time away, bereavement leave, jury duty pay, holidays, floating holiday, etc.
  • Opportunities for career growth and development
  • A fun and dynamic work environment
About Us:

At CarMax, we pride ourselves on being a company that values our associates and provides opportunities for growth and development. Our commitment to transparency and integrity has earned us a reputation as one of the best companies to work for.



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