Customer Operator

CarMax • Savannah, GA

94d

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.
• 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.

Nice To Haves

• 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.

What This Job Offers

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