Customer Service Representative

3 days ago

Austin, Texas, United States CarMax Full time
Job Summary

We are seeking a highly skilled and customer-focused Customer Operator to join our team at CarMax. As a key member of our Service Department, you will play a vital role in delivering exceptional customer service and ensuring a seamless experience for our customers.

Key Responsibilities
  • Provide prompt and friendly service to customers via phone and in person, demonstrating empathy and a positive tone throughout interactions.
  • Assist Customer Advisors/Service Consultants with customers as needed, ensuring a smooth and efficient service process.
  • Answer basic service department questions, schedule service appointments, and route customer calls in a timely manner.
  • Provide written messages to the responsible party in a timely and accurate manner.
  • Complete reminder calls for customers scheduled for an appointment, ensuring they are informed and prepared for their service visit.
  • Assist the service department in contacting customers once special ordered parts have arrived, scheduling appointments as needed.
  • Contact customers with Repair Requests to schedule appointments, ensuring timely and effective communication.
  • Audit all sublet invoices to ensure they are processed and resolved in accordance with 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, consistently executing the Retail Service Standardized Work and Voice of Customer (VoC) processes.
  • Maintain or exceed CarMax guidelines for customer satisfaction.
  • Read, interpret, and transcribe data to maintain proper records.
  • Intermediate computer skills, including spreadsheet knowledge.
About CarMax

CarMax is a leader in the auto industry, committed to delivering honest, transparent, and high-integrity experiences for our customers. Our team of over 25,000 associates work together to deliver iconic customer experiences, helping every associate grow their career and achieve their best. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For.

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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