Service Operator

CarMax • Raleigh, NC

6d • $16 - $24 • Onsite

About The Position

The Service Operator is a customer-facing role within CarMax’s Service Department, providing support throughout service processes before, during, and after repairs. The position assists customers in person and by phone and supports Service Consultants and Customer Advisors to help ensure efficient operations and positive service experiences.

The role involves scheduling appointments, routing inquiries, coordinating repair requests, providing follow-up messages and reminders, contacting customers when special-order parts arrive, and maintaining required service records and logs. The Service Operator also audits sublet invoices, loaner logs, and dealer tags in accordance with CarMax guidelines, follows Environmental, Health and Safety requirements, and maintains a clean, orderly work area.

Requirements

• Strong interpersonal and communication skills and 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 multitask effectively in a fast-paced environment and collaborate with cross-functional teams.
• Flexibility to work varied shifts, including nights, weekends, and holidays.
• Professional appearance and integrity.

Responsibilities

• Respond promptly and professionally to incoming service calls, using empathy and a customer-first approach.
• Assist Service Consultants and Customer Advisors with customer interactions as needed.
• Schedule service appointments and route calls and inquiries accurately.
• Deliver written messages to the appropriate team members for follow-up.
• Coordinate and schedule repair 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.
• Paid scheduled holidays: 8 hours of pay for each of six scheduled holidays per year, 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.
• Paid time away for full-time salaried associates, with no specified limit as needed for sick leave, 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