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. Duties include meeting and greeting service customers, assisting with incoming service calls, accurately documenting customer concerns, establishing call times to update customers on vehicle status, creating repair orders, routing work to technicians, obtaining estimates and approvals for Extended Service Policy claims, consulting with customers on needed repairs, reviewing repair orders for accuracy, closing and invoicing repair orders, explaining recommendations and repairs to customers, collecting service payments, managing cash, balancing workload, dispatching work, and ensuring timely resolution of customer concerns. The role requires exceptional interpersonal, communication, and customer service skills, telephone etiquette, active listening, ability to meet CarMax customer satisfaction guidelines, intermediate computer skills, ability to work in a fast-paced environment, and adherence to CarMax policies and safety standards. Working conditions include a combination of office and outdoor environments, possible exposure to noisy or inclement weather, walking or standing for extended periods, and flexible work hours including nights, weekends, holidays, and 12-hour shifts.
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