Service Consultant

Carmax Customer Service Representative

General Summary : Under general supervision, deliver exceptional customer service by acting as a liaison between the customer and retail technician (Traditional) or mechanical associate (Flow) on the phone before, during, and after the service / repair processes.

Principle Duties and 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 time 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.
• Collects service payments and manages 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.

Job Specifications :

Working Conditions :

About CarMax :

CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation's largest retailer of used cars, with over 200 locations nationwide. Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. 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. Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.