Customer Advisor

CarMax • Los Angeles, CA

5d • Onsite

About The Position

As a Customer Advisor at CarMax, you will help deliver an exceptional customer experience by acting as the primary liaison between customers and technicians. You will build transparency and trust throughout the service and repair process in a fast-paced, customer-focused environment. The role includes greeting customers, managing service communications, preparing and processing repair orders, consulting on recommended repairs, obtaining approvals for Extended Service Policy claims, and handling payments. You will also balance competing priorities, resolve customer concerns, follow Environmental, Health and Safety requirements, and maintain a clean and orderly work area.

Requirements

• Exceptional communication and interpersonal skills, both in person and over the phone.
• Strong customer service focus and commitment to providing an iconic customer experience.
• Ability to read, interpret, and maintain accurate records using intermediate computer skills.
• Collaborative mindset and ability to work effectively across departments.
• Comfort with multitasking in a fast-paced, dynamic setting.
• Ability to stand or walk for extended periods and work flexible shifts, including nights, weekends, and holidays.
• Commitment to safety standards and compliance, including proper use of PPE and adherence to CarMax policies.

Responsibilities

• Greet service customers warmly and professionally and deliver outstanding customer service.
• Assist with incoming calls and provide timely updates on vehicle status.
• Create and process repair orders accurately and route them to technicians.
• Review and finalize repair documentation for accuracy before invoicing.
• Consult with customers about recommended repairs and obtain approvals for Extended Service Policy (ESP) claims.
• Handle service payments and cash management with precision and integrity.
• Balance multiple priorities in a high-energy environment and resolve customer concerns promptly.
• Follow CarMax Environmental, Health and Safety (EH&S) requirements and maintain a clean and orderly work area.
• Use personal protective equipment (PPE) properly and adhere to CarMax policies.

Benefits

• Up to 48 hours of sick time per year, accrued each pay period, for eligible full-time hourly or commission/incentive associates.
• Between 80 and 200 hours of vacation time per year after a 90-day waiting period, depending on years of continuous service, for eligible full-time hourly or commission/incentive associates.
• Eight hours of pay for each of six scheduled paid holidays per year, plus one floating holiday, for eligible full-time hourly or commission/incentive associates.
• Holiday Premium Pay when an eligible associate works on a scheduled holiday due to business need.
• Paid time away with no specified limit as needed for sick time, vacation, bereavement, jury duty, holidays, and floating holidays for full-time salaried associates, subject to manager approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed