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Customer Service Representative
2 months ago
We are seeking a highly skilled and customer-focused Service Consultant to join our team at CarMax. As a Service Consultant, you will be responsible for delivering exceptional customer service by acting as a liaison between the customer and our retail technicians or mechanical associates.
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.
- 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.
- Combination of both office and outdoor environment; may include working at times in noisy and/or inclement weather conditions.
- Requires walking or standing for extended periods of time.
- Flexible work hours with shifts that may include nights, weekends, holidays, and 12-hour days.
- Follow all CarMax, O.S.H.A., and EPA standards, including the use of Personal Protective Equipment, and proper waste disposal in required areas.
- Adhere to all CarMax policies, including, but not limited to: Code of Business Conduct, Attendance, Asset Protection, Integrity, Proper Recording of Time, Environmental Health and Safety, and Standards of Professional Appearance policies.
