CARMAX Service/Customer Operator in Ontario, California

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

WorkingConditions:

· 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.