Service Operator

CarMax • Raleigh, NC

4d • Onsite

About The Position

The Service Operator supports smooth operations in CarMax’s Service Department and provides customer service in person and over the phone. The role serves as a point of contact for customers and supports service processes before, during, and after repairs, working with Service Consultants, Customer Advisors, and other teams.

The position includes responding to service calls, scheduling appointments, routing inquiries, coordinating repair requests, communicating messages, and contacting customers about upcoming appointments and special-order parts. It also includes auditing specified service records and maintaining a clean, orderly work area in accordance with CarMax Environmental, Health and Safety requirements.

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 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, orderly work area.

Benefits

• Paid sick time: eligible full-time hourly or commission/incentive associates can earn up to 48 hours per year, accrued each pay period.
• Paid vacation: eligible full-time hourly or commission/incentive associates receive 80 to 200 hours per year after a 90-day waiting period, depending on years of continuous service.
• Paid holidays: eligible full-time hourly or commission/incentive associates receive 8 hours of pay for each of 6 scheduled holidays per year, plus 1 floating holiday.
• 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, without a specified limit, 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