Customer Service Representative

4 weeks ago


Buford, Georgia, United States CarMax Full time

At CarMax, we're looking for a skilled Customer Advisor to join our team. As a Customer Advisor, you will be the face of our company, providing exceptional customer service and ensuring that every customer has a positive experience.

Key Responsibilities:

• Meet and greet 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.

• Close 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.

About CarMax:

CarMax is a leading retailer of used cars, with over 200 locations nationwide. We're committed to delivering an honest, transparent, and high-integrity experience to our customers. Our team of over 25,000 associates work together to deliver iconic customer experiences and help every associate grow their career and achieve their best, at work and in their community.

CarMax is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive, respectful, and supportive of all employees.



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