CarMax Service/Customer Operator job in Laurel, MD

Job Title
Service/Customer Operator
Job Type
Full-time, Part-time
Laurel Toyota - 8801 Freestate Drive
Laurel, MD 20723
Last Active
+30 days

Under general supervision, deliver exceptional customer service by supporting the ServiceDepartment by assisting customers onthe phone and in person before, duringand afterservice/repair processes.


Principle Duties andResponsibilities:

·         Answer all incoming service calls in a prompt and friendly manner, displaying appropriate tone of voice and empathy throughout the entire customerinteraction.

·         Assist Customer Advisors/Service Consultants with customers when needed.

·         Answer basic service department questions, schedule service appointments, route customers’ calls.

·         Provide written messages to the responsible party in a timely manner.

·         Complete reminder calls for customers scheduled for an appointment

·         Assist the service department in contacting customers once special ordered parts have arrived to schedule appointments

·         Contact customers with Repair Requests to schedule appointments

·         File repair orders and all supporting documentation daily.

·         Audit 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.


Job Specifications:

·         Accountable to Associate 1 Competency Model

·         Demonstrate exceptional interpersonal, communication, and customer service skills.

·         Demonstrate exceptional telephone etiquette and active listening skills.

·         Execute Retail Service Standardized Work

·         Provide exceptional customer service at all times by consistently executing the Retail Service Standardized Work and Voice of Customer (VoC) processes.

·         Maintain or exceed the CarMax guidelines for customer satisfaction.

·         Read, interpret and transcribe data in order to maintain proper records.

·         Intermediate computer skills including spreadsheet knowledge.

·         Successfully work with associates in other departments within the store.

·         Perform multiple duties in a high-energy, fast-paced working environment.

·         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.

·         Stay current in CarMax provided training in all areas of the Service process.

·         Possess intermediate computer skills



·         Primarily indoor environment; may include working at times in noisy conditions.

·         May require sitting or standing for extended periods of time.

·         Flexible work hours with shifts that may include nights, weekends, holiday, and 12-hour days.

·         Follow all CarMax, O.S.H.A., and EPA standards including the use of Personal Protective Equipment, and proper waste disposal in required areas.



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