Service Consultant

7278 - Winston-Salem - 1580 Hanes Mall Blvd, Winston Salem, North Carolina, 27103 CarMax, the way your career should be General Summary: Under 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. Principle Duties and Responsibilities: u2666 Meet and greet all service customers in a friendly manner conveying exceptional customer service skills and empathy throughout the entire customer interaction. u2666 Assist Service/Customer Operators with incoming service calls when needed. u2666 Accurately interview and document customer concerns. u2666 Establish 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). u2666 Create repair orders, and route work to technicians or mechanical associates. u2666 Obtain accurate estimates and approvals for Extended Service Policy (ESP) claims. u2666 Consult with customers regarding needed repairs. u2666 Review repair orders for work performed and accuracy of all labor, parts and sublet documentation for billing. . u2666 Close and invoice repair orders. u2666 Clearly explain and communicate all recommendations/repairs/service/maintenance performed to ensure customer understanding. u2666 Collects service payments and manages cash including receiving and counting money. u2666 Balance a busy workload and properly dispatch work to the appropriate technician/mechanical associate. u2666 Ensure all customer concerns are addressed and resolved in a timely manner. Job Specifications: Work requires ability to: u2666 Demonstrate exceptional interpersonal, communication, and customer service skills. u2666 Demonstrate exceptional telephone etiquette and active listening skills. u2666 Provide exceptional customer service at all times by consistently executing the Retail Service Standardized Work and Voice of Customer (VoC) processes. u2666 Meet or exceed CarMax guidelines for customer satisfaction. u2666 Read, interpret and transcribe data in order to maintain accurate records. u2666 Intermediate computer skills, including spreadsheet knowledge. u2666 Successfully work with associates in other departments within the store. u2666 Perform multiple duties in a high-energy, fast-paced working environment. u2666 Demonstrate above average communication skills with the ability to speak and listen effectively when dealing with customers/associates, both in person and over the phone. u2666 Stay current in CarMax provided training in all areas of the Service process. Working Conditions: u2666 Combination of both office and outdoor environment; may include working at times in noisy and/or inclement weather conditions. u2666 Requires walking or standing for extended periods of time. u2666 Flexible work hours with shifts that may include nights, weekends, holiday, and 12-hour days. u2666 Follow all CarMax, O.S.H.A., and EPA standards including the use of Personal Protective Equipment, and proper waste disposal in required areas. u2666 Adhere 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 About CarMax CarMax 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 nationu2019s largest retailer of used cars, with over 200 locations nationwide. Our 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 Foru00ae. CarMax 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. Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.