Customer Service Liaison

1 month ago


Houston, Texas, United States CarMax Full time
Job Summary

As a Service and Repair Coordinator at CarMax, you will be responsible for delivering exceptional customer service by acting as a liaison between the customer and retail technician or mechanical associate. Your primary goal will be to ensure that customers receive accurate information and timely updates throughout the service and repair process.

Key Responsibilities
  1. Meet and greet all service customers in a friendly manner, conveying exceptional customer service skills and empathy throughout the entire customer interaction.
  2. Assist Service/Customer Operators with incoming service calls when needed.
  3. Accurately interview and document customer concerns.
  4. Establish specific call times with each customer to update them on the status of their vehicle and consistently meet those call time commitments.
  5. Create repair orders and route work to technicians or mechanical associates.
  6. Obtain accurate estimates and approvals for Extended Service Policy (ESP) claims.
  7. Consult with customers regarding needed repairs.
  8. Review repair orders for work performed and accuracy of all labor, parts, and sublet documentation for billing.
  9. Closely and invoice repair orders.
  10. Clearly explain and communicate all recommendations/repairs/service/maintenance performed to ensure customer understanding.
  11. Collect service payments and manage cash, including receiving and counting money.
  12. Balance a busy workload and properly dispatch work to the appropriate technician/mechanical associate, ensuring all customer concerns are addressed and resolved in a timely manner.


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