Customer Operator

CarMax•Lancaster, PA

22h•Onsite

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. This role requires exceptional interpersonal, communication, and customer service skills, as well as excellent telephone etiquette and active listening skills. The Customer Operator is expected to execute Retail Service Standardized Work and Voice of Customer (VoC) processes to maintain or exceed CarMax guidelines for customer satisfaction. Intermediate computer skills, including spreadsheet knowledge, are necessary, as is the ability to work effectively with associates in other departments within the store. The role operates in a high-energy, fast-paced environment and requires the ability to speak and listen effectively with customers and associates, both in person and over the phone. Continuous training in all areas of the Service process is expected.

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.
Possess intermediate computer skills.

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.