Service Consultant/Customer Advisor

divh2CarMax Service Representative/h2pUnder 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./ppMeet and greet all service customers in a friendly manner conveying exceptional customer service skills and empathy throughout the entire customer interaction./ppAssist Service/Customer Operators with incoming service calls when needed./ppAccurately interview and document customer concerns./ppEstablish 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)./ppCreate repair orders, and route work to technicians or mechanical associates./ppObtain accurate estimates and approvals for Extended Service Policy (ESP) claims./ppConsult with customers regarding needed repairs./ppReview repair orders for work performed and accuracy of all labor, parts and sublet documentation for billing./ppClose and invoice repair orders./ppClearly explain and communicate all recommendations/repairs/service/maintenance performed to ensure customer understanding./ppCollects service payments and manages cash including receiving and counting money./ppBalance 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./ppDemonstrate exceptional interpersonal, communication, and customer service skills./ppDemonstrate exceptional telephone etiquette and active listening skills./ppProvide exceptional customer service at all times by consistently executing the Retail Service Standardized Work and Voice of Customer (VoC) processes./ppMeet or exceed CarMax guidelines for customer satisfaction./ppRead, interpret and transcribe data in order to maintain accurate records./ppIntermediate computer skills, including spreadsheet knowledge./ppSuccessfully work with associates in other departments within the store./ppPerform multiple duties in a high-energy, fast-paced working environment./ppDemonstrate above average communication skills with the ability to speak and listen effectively when dealing with customers/associates, both in person and over the phone./ppStay current in CarMax provided training in all areas of the Service process./ppCombination of both office and outdoor environment; may include working at times in noisy and/or inclement weather conditions./ppRequires walking or standing for extended periods of time./ppFlexible work hours with shifts that may include nights, weekends, holiday, and 12-hour days./ppFollow all CarMax, O.S.H.A., and EPA standards including the use of Personal Protective Equipment, and proper waste disposal in required areas./ppAdhere to all CarMax policies including, but not limited to: Code of Business Conduct, Attendance, Asset Protection, Integrity, Proper Recording of Time, Environmental Health and Safety, and Standards of Professional Appearance policies/ppCarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nations largest retailer of used cars, with over 200 locations nationwide./ppOur amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For./ppCarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law./ppUpon an applicants request, CarMax will consider reasonable accommodation to complete the CarMax Job Application./p/div