Service Consultant

CarMax • Austin, TX

86d

About The Position

Under general supervision, deliver 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.

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.
• 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.
• Collect service payments and manage 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.

Benefits

• Commitment to training and diversity.
• Recognition as one of the FORTUNE 100 Best Companies to Work For.

What This Job Offers

• Number of Employees: 5,001-10,000 employees