Service Operator

CarMax • Miami Lakes, FL

7d • Onsite

About The Position

As a Service Operator, you will support customer service and smooth operations within the Service Department. You will assist customers in person and over the phone and support service processes before, during, and after repairs. You will serve as a knowledgeable point of contact while helping the team provide efficient service experiences. The role involves responding to service calls, scheduling and coordinating appointments, sharing messages with team members, and maintaining service records and compliance. You will also follow CarMax Environmental, Health and Safety requirements and keep the work area clean and orderly.

Requirements

• Strong interpersonal and communication skills, with the ability to deliver outstanding customer service.
• Exceptional telephone etiquette and active listening abilities.
• Ability to execute standardized service processes and maintain high customer satisfaction scores.
• Proficiency in data entry and record-keeping, with intermediate computer skills including spreadsheets.
• Ability to thrive in a fast-paced environment, multitask effectively, and collaborate with cross-functional teams.
• Flexibility to work varied shifts, including nights, weekends, and holidays.
• Maintain a professional appearance and integrity.

Responsibilities

• Respond promptly and professionally to incoming service calls, demonstrating empathy and a customer-first mindset.
• Assist Service Consultants and Customer Advisors with customer interactions as needed.
• Schedule service appointments and route calls and inquiries accurately.
• Deliver written messages promptly to the appropriate team members for follow-up.
• Coordinate and schedule repair-request appointments efficiently.
• Make reminder calls for upcoming appointments and contact customers when special-order parts arrive.
• Audit sublet invoices, loaner logs, and dealer tags according to CarMax guidelines.
• Follow CarMax Environmental, Health and Safety requirements and maintain a clean and orderly work area.

Benefits

• Paid sick time: up to 48 hours per year, accrued each pay period, for eligible full-time hourly or commission/incentive-eligible associates.
• Paid vacation time: 80 to 200 hours per year after a 90-day waiting period, depending on years of continuous service, for eligible full-time hourly or commission/incentive-eligible associates.
• Six paid scheduled holidays per year, with eight hours of pay for each, plus one floating holiday for eligible full-time hourly or commission/incentive-eligible associates.
• Holiday premium pay for eligible associates who work on a scheduled holiday due to business need.
• Full-time salaried associates receive paid time away as needed for sick time, vacation, bereavement, jury duty, holidays, and floating holidays, subject to manager approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed