Customer Service Representative

2 days ago


Norwood, Massachusetts, United States CarMax Full time
Job Summary

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Advisor. As a key member of our retail service team, you will be responsible for delivering exceptional customer service and ensuring a seamless experience for our customers.

Key Responsibilities
  • Meet and greet customers in a friendly and professional manner, conveying exceptional customer service skills and empathy throughout the entire customer interaction.
  • Assist Service/Customer Operators with incoming service calls when needed, ensuring timely and accurate resolution of customer concerns.
  • Accurately interview and document customer concerns, establishing specific call times to update customers on the status of their vehicle.
  • Create repair orders and route work to technicians or mechanical associates, obtaining accurate estimates and approvals for Extended Service Policy (ESP) claims.
  • Consult with customers regarding needed repairs, clearly explaining and communicating all recommendations/repairs/service/maintenance performed to ensure customer understanding.
  • Collect service payments and manage cash, balancing a busy workload and properly dispatching work to the appropriate technician/mechanical associate.
Requirements
  • Demonstrate exceptional interpersonal, communication, and customer service skills, with the ability to work effectively in a fast-paced environment.
  • Provide exceptional customer service at all times, consistently executing the Retail Service Standardized Work and Voice of Customer (VoC) processes.
  • Meet or exceed CarMax guidelines for customer satisfaction, staying current in CarMax provided training in all areas of the Service process.
  • Work effectively in a combination of office and outdoor environments, with flexibility to work varied shifts, including nights, weekends, and holidays.
About CarMax

CarMax is a leading retailer of used cars, committed to delivering honest, transparent, and high-integrity experiences for our customers. We are 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.



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