Automotive Service Operator

CarMax • San Diego, CA

89d • $17 - $28

About The Position

Under general supervision, deliver exceptional customer service by supporting the Service Department by assisting customers on the phone and in person before, during and after service/repair processes.

Requirements

• 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 by consistently executing the Retail Service Standardized Work and Voice of Customer (VoC) processes.
• Maintain or exceed the CarMax guidelines for customer satisfaction.
• Read, interpret and transcribe data in order to maintain proper 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.

Responsibilities

• Answer all incoming service calls in a prompt and friendly manner, displaying appropriate tone of voice and empathy throughout the entire customer interaction.
• Assist Customer Advisors/Service Consultants with customers when needed.
• Answer basic service department questions, schedule service appointments, route customers' calls.
• Provide written messages to the responsible party in a timely manner.
• Complete reminder calls for customers scheduled for an appointment.
• Assist the service department in contacting customers once special ordered parts have arrived to schedule appointments.
• Contact customers with Repair Requests to schedule appointments.
• File repair orders and all supporting documentation daily.
• Audit all sublet invoices to ensure they are processed and resolved per CarMax Guidelines.
• Ensure the loaner log and dealer tags are always in compliance with audit requirements.

Benefits

• Earn up to 48 hours of sick time per year accrued on a per pay period basis.
• Between 80 hours and 200 hours per year of vacation time after a 90 day waiting period depending on years of continuous service with the Company.
• Paid time for 6 scheduled holidays per year plus 1 floating holiday.
• Holiday Premium Pay for working on a scheduled holiday due to business need.
• Paid time away with no specified limit for full-time salaried associates for sick, vacation, bereavement, jury duty, holidays, floating holiday, etc. subject to manager approval.

What This Job Offers

• Job Type: Full-time
• Industry: Motor Vehicle and Parts Dealers