Customer Service Representative

7 days ago

Santa Rosa, California, United States CarMax Full time

Job Summary: We are seeking a highly skilled Customer Advisor to join our team at CarMax. As a Customer Advisor, you will be responsible for delivering exceptional customer service by acting as a liaison between the customer and retail technician or mechanical associate on the phone before, during, and after the service/repair processes.

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.

Requirements:

  • 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.

Working Conditions:

  • 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, holiday, 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.

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