Customer Service Representative

15 hours ago

Huntsville, Alabama, United States CarMax Full time
Job Summary

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at CarMax. As a key member of our service team, you will be responsible for delivering exceptional customer service, ensuring customer satisfaction, and providing 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 responses to customer inquiries.
  • Accurately interview and document customer concerns, creating a clear understanding of customer needs and expectations.
  • Establish specific call times with customers to update them on the status of their vehicle, consistently meeting those call time commitments.
  • Create repair orders, route work to technicians or mechanical associates, and obtain 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.
  • Ensure all customer concerns are addressed and resolved in a timely manner, meeting or exceeding CarMax guidelines for customer satisfaction.
Requirements
  • Demonstrate exceptional interpersonal, communication, and customer service skills, providing a high level of customer satisfaction.
  • Demonstrate exceptional telephone etiquette and active listening skills, ensuring clear and concise communication with customers.
  • 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, ensuring a positive customer experience.
  • Read, interpret, and transcribe data in order to maintain accurate records, demonstrating intermediate computer skills and spreadsheet knowledge.
  • Successfully work with associates in other departments within the store, performing 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, adhering to all CarMax policies and procedures.
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 for our customers, and we are seeking talented individuals to join our team.

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.

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.

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