Service Consultant/Customer Advisor

CarMax•Louisville, KY

18h•Onsite

About The Position

Under general supervision, the Service Consultant/Customer Advisor delivers exceptional customer service by acting as a liaison between the customer and retail technician (Traditional), or mechanical associate (Flow) on the phone before, during, and after the service/repair processes. CarMax has disrupted the auto industry by providing an honest, transparent, and high-integrity experience for customers. This approach has led CarMax to become the nation's largest retailer of used cars, with over 200 locations nationwide. The company's team of more than 25,000 associates collaborates to deliver iconic customer experiences, while CarMax supports every associate in growing their career and achieving their best, both professionally and within their community. CarMax is recognized for its dedication to training and diversity, earning a spot as one of the FORTUNE 100 Best Companies to Work For®.

Requirements

Demonstrate exceptional interpersonal, communication, and customer service skills.
Demonstrate exceptional telephone etiquette and active listening skills.
Provide exceptional customer service at all times by consistently executing the Retail Service Standardized Work and Voice of Customer (VoC) processes.
Meet or exceed CarMax guidelines for customer satisfaction.
Read, interpret and transcribe data in order to maintain accurate 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

Meet and greet all service customers in a friendly manner conveying exceptional customer service skills and empathy throughout the entire customer interaction.
Assist Service/Customer Operators with incoming service calls when needed.
Accurately interview and document customer concerns.
Establish specific call time with each customer to update them on the status of their vehicle and consistently meet those call time commitments, (This may require multiple calls to the same customer each day).
Create repair orders, and route work to technicians or mechanical associates.
Obtain accurate estimates and approvals for Extended Service Policy (ESP) claims.
Consult with customers regarding needed repairs.
Review repair orders for work performed and accuracy of all labor, parts and sublet documentation for billing.
Close and invoice repair orders.
Clearly explain and communicate all recommendations/repairs/service/maintenance performed to ensure customer understanding.
Collects service payments and manages cash including receiving and counting money.
Balance a busy workload and properly dispatch work to the appropriate technician/mechanical associate.
Ensure all customer concerns are addressed and resolved in a timely manner.