Under 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. Duties include answering all incoming service calls promptly and friendly, assisting Customer Advisors/Service Consultants, answering basic service department questions, scheduling service appointments, routing customers’ calls, providing written messages timely, completing reminder calls, contacting customers for special ordered parts and repair requests, filing repair orders and supporting documentation daily, auditing sublet invoices per CarMax Guidelines, ensuring loaner log and dealer tags compliance with audit requirements. Job specifications require accountability to Associate 1 Competency Model, exceptional interpersonal, communication, and customer service skills, telephone etiquette, active listening, execution of Retail Service Standardized Work and Voice of Customer processes, maintaining or exceeding CarMax customer satisfaction guidelines, reading and transcribing data for records, intermediate computer skills including spreadsheets, working with associates in other departments, performing multiple duties in a high-energy environment, above average communication skills, staying current in CarMax training, and possessing intermediate computer skills. Working conditions include primarily indoor environment, possible noisy conditions, sitting or standing for extended periods, flexible work hours including nights, weekends, holidays, and 12-hour days, adherence to CarMax, O.S.H.A., and EPA standards, use of Personal Protective Equipment, proper waste disposal, and compliance with CarMax policies including Code of Business Conduct, Attendance, Asset Protection, Integrity, Proper Recording of Time, Environmental Health and Safety, and Standards of Professional Appearance. Disclaimer notes the job description is not a contract and employment is at-will. CarMax is an Equal Opportunity Employer and will consider reasonable accommodation for applicants.
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