Customer Service Advisor
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About The Position
At CarMax, we are committed to delivering exceptional customer service and creating a transparent and high-integrity experience for our customers. As a liaison between the customer and our retail technicians or mechanical associates, you will play a crucial role in ensuring that our customers feel valued and informed throughout the service and repair processes. Under general supervision, you will be responsible for managing customer interactions, addressing their concerns, and providing timely updates on the status of their vehicles. Your ability to communicate effectively and empathetically will be key to fostering positive relationships with our customers. In this position, you will meet and greet all service customers in a friendly manner, demonstrating exceptional customer service skills. You will assist Service/Customer Operators with incoming service calls, accurately document customer concerns, and establish specific call times to update customers on their vehicle status. Your responsibilities will also include creating repair orders, obtaining estimates for Extended Service Policy claims, and consulting with customers regarding necessary repairs. You will review repair orders for accuracy, close and invoice them, and ensure that all recommendations and repairs are clearly communicated to customers. You will need to balance a busy workload, dispatch work to the appropriate technicians, and ensure that all customer concerns are addressed in a timely manner. This role requires exceptional interpersonal and communication skills, as well as the ability to work in a fast-paced environment. You will be expected to stay current with CarMax training and adhere to all company policies and standards, including those related to safety and professional appearance.
