Service Operator

divh2Service Department Representative/h2pUnder general supervision, deliver exceptional customer service by supporting the Service Department by assisting customers on the phone and in person before, during and after service/repair processes./ppPrinciple Duties and Responsibilities:/pulliAnswer all incoming service calls in a prompt and friendly manner, displaying appropriate tone of voice and empathy throughout the entire customer interaction./liliAssist Customer Advisors/Service Consultants with customers when needed./liliAnswer basic service department questions, schedule service appointments, route customers calls. Provide written messages to the responsible party in a timely manner./liliComplete reminder calls for customers scheduled for an appointment/liliAssist the service department in contacting customers once special ordered parts have arrived to schedule appointments/liliContact customers with Repair Requests to schedule appointments File repair orders and all supporting documentation daily./liliAudit all sublet invoices to ensure they are processed and resolved per CarMax Guidelines. Ensure the loaner log and dealer tags are always in compliance with audit requirements./li/ulpJob Specifications:/pulliAccountable to Associate 1 Competency Model/liliDemonstrate exceptional interpersonal, communication, and customer service skills./liliDemonstrate exceptional telephone etiquette and active listening skills./liliExecute Retail Service Standardized Work/liliProvide exceptional customer service at all times by consistently executing the Retail Service Standardized Work and Voice of Customer (VoC) processes./liliMaintain or exceed the CarMax guidelines for customer satisfaction./liliRead, interpret and transcribe data in order to maintain proper records./liliIntermediate computer skills including spreadsheet knowledge./liliSuccessfully work with associates in other departments within the store./liliPerform multiple duties in a high-energy, fast-paced working environment./liliDemonstrate above average communication skills with the ability to speak and listen effectively when dealing with customers/associates, both in person and over the phone./liliStay current in CarMax provided training in all areas of the Service process./liliPossess intermediate computer skills/li/ulpWorking Conditions:/pulliPrimarily indoor environment; may include working at times in noisy conditions./liliMay require sitting or standing for extended periods of time./liliFlexible work hours with shifts that may include nights, weekends, holiday, and 12-hour days./liliFollow all CarMax, O.S.H.A., and EPA standards including the use of Personal Protective Equipment, and proper waste disposal in required areas./liliAdhere 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./li/ulpDisclaimer and Approvals:/ppThis document is intended to describe the general nature and level of work being performed by people assigned to this job. This information is current at the time of publication. Responsibilities may include other duties as assigned and may be amended at the discretion of CarMax with or without notice. This document has been reviewed and approved by management and Human Resources and cannot be modified without written consent by a member of management authorized to modify any such responsibilities./ppCarMax is an Equal Opportunity Employer and complies with federal and state laws which forbid discrimination because of race, color, age, religion, sex, national origin, disability and other protected characteristics. Employment at CarMax is at-will, and therefore, can be terminated, with or without cause, at any time, at the option of the associate or CarMax./p/div