Service/Customer Operator

carmax Lancaster, PA

About the Job

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.