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Customer Service Representative

2 months ago

Fayetteville, North Carolina, United States CarMax Full time
Job Summary

We are seeking a highly skilled and customer-focused individual to join our Service Department as a Customer Operator. In this role, you will be responsible for delivering exceptional customer service by supporting our Service Department in various ways.

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.
  • Assist Customers: Assist Customer Advisors/Service Consultants with customers when needed.
  • Service Department Support: Answer basic service department questions, schedule service appointments, route customers calls.
  • Communication: Provide written messages to the responsible party in a timely manner.
  • Reminder Calls: Complete reminder calls for customers scheduled for an appointment.
  • Part Order Follow-up: Assist the service department in contacting customers once special ordered parts have arrived to schedule appointments.
  • Repair Requests: Contact customers with Repair Requests to schedule appointments.
  • Documentation: File repair orders and all supporting documentation daily.
  • Invoice Audit: 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 Skills: Demonstrate exceptional interpersonal, communication, and customer service skills.
  • Telephone Etiquette: Demonstrate exceptional telephone etiquette and active listening skills.
  • Standardized Work: Execute Retail Service Standardized Work.
  • Customer Satisfaction: Maintain or exceed the CarMax guidelines for customer satisfaction.
  • Computer Skills: Read, interpret and transcribe data in order to maintain proper records. Intermediate computer skills including spreadsheet knowledge.
About CarMax

CarMax is a leading retailer of used cars, with over 200 locations nationwide. We are committed to delivering an honest, transparent, and high-integrity experience to our customers. Our team of over 25,000 associates work together to deliver iconic customer experiences and help every associate grow their career and achieve their best, at work and in their community.