Customer Service Representative

1 week ago

Fresno, California, United States CarMax Full time

Job Summary: We are seeking a highly skilled Customer Operator to join our team at CarMax. As a Customer Operator, you will play a critical role in delivering exceptional customer service by supporting the Service Department in various tasks.

Key Responsibilities:

  • Answer all incoming service calls in a prompt and friendly manner, displaying appropriate tone of voice and empathy throughout the entire customer interaction.
  • Assist Customer Advisors/Service Consultants with customers when needed.
  • Answer basic service department questions, schedule service appointments, route customers' calls.
  • Provide written messages to the responsible party in a timely manner.
  • Complete reminder calls for customers scheduled for an appointment.
  • Assist the service department in contacting customers once special ordered parts have arrived to schedule appointments.
  • Contact customers with Repair Requests to schedule appointments.
  • File repair orders and all supporting documentation daily.
  • Audit all sublet invoices to ensure they are processed and resolved per CarMax Guidelines.
  • 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.

About CarMax:

CarMax is 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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