Customer Service Specialist

1 week ago

Austin, Texas, United States CarMax Full time
Location: Service Center

Company Overview:

CarMax is revolutionizing the automotive industry by providing a transparent and trustworthy experience that customers expect and deserve. As the largest retailer of pre-owned vehicles in the nation, we pride ourselves on our innovative approach to car sales, with over 200 locations across the country.


Position Summary:

Under general supervision, you will provide outstanding customer service by acting as a bridge between the customer and the service technician. This role is crucial in ensuring a seamless service experience for our clients.


Key Responsibilities:
  • Greet all service customers warmly, demonstrating exceptional customer service skills and empathy throughout their visit.
  • Assist Service Operators with incoming service inquiries as needed.
  • Conduct thorough interviews to accurately document customer concerns.
  • Establish and maintain specific call times with customers to provide updates on their vehicle status, ensuring commitment to those timelines.
  • Create and manage repair orders, directing work to the appropriate technicians.
  • Obtain precise estimates and necessary approvals for service claims.
  • Consult with customers regarding required repairs and maintenance.
  • Review repair orders for accuracy in labor, parts, and billing documentation.
  • Close and invoice repair orders effectively.
  • Communicate all service recommendations clearly to ensure customer understanding.
  • Handle service payments and manage cash transactions efficiently.
  • Balance a dynamic workload while dispatching tasks to the correct technician.
  • Address and resolve all customer concerns promptly.

Job Requirements:

To succeed in this role, candidates must:

  • Exhibit exceptional interpersonal, communication, and customer service abilities.
  • Demonstrate excellent telephone etiquette and active listening skills.
  • Provide consistent customer service excellence by adhering to established service standards.
  • Meet or exceed company guidelines for customer satisfaction.
  • Read, interpret, and accurately record data to maintain comprehensive records.
  • Possess intermediate computer skills, including proficiency in spreadsheets.
  • Collaborate effectively with associates across various departments.
  • Manage multiple tasks in a fast-paced environment.
  • Communicate effectively with customers and associates, both in person and over the phone.
  • Stay updated with training provided by the company in all service-related areas.

Working Environment:

This position involves a combination of office and outdoor settings, which may include exposure to noisy and/or inclement weather conditions. The role requires standing or walking for extended periods and may involve flexible work hours, including nights and weekends.


Commitment to Diversity:

CarMax is proud to be an equal opportunity employer. We value diversity and inclusion and encourage all qualified candidates to apply 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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