Customer Service Representative
2 days ago
We are seeking a highly skilled and customer-focused Service Advisor to join our team at CarMax. As a Service Advisor, you will be responsible for delivering exceptional customer service by acting as a liaison between the customer and our retail technicians or mechanical associates.
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.
- 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.
This role requires a combination of both office and outdoor environments, with the possibility of working in noisy and/or inclement weather conditions. You will be required to walk or stand for extended periods of time and may be required to work flexible hours, including nights, weekends, holidays, and 12-hour days.
Please note that this job description is subject to change and may not include all the responsibilities and requirements of the role. If you are interested in this position, please apply and we will be in touch to discuss further.
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