Customer Operator

$43,680 - $43,680/Yr

CarMax - Fairfield, CA

Part-time - Entry Level

Fairfield, CA

10,001+ employees

Motor Vehicle and Parts Dealers

About the position

The Customer Operator role at CarMax involves delivering exceptional customer service by supporting the Service Department. This includes assisting customers both on the phone and in person throughout the service and repair processes. The position requires strong communication skills and the ability to handle multiple tasks in a fast-paced environment.

Responsibilities

• Answer all incoming service calls promptly and friendly, displaying appropriate tone and empathy.
• Assist Customer Advisors/Service Consultants with customer interactions as needed.
• Answer basic service department questions and schedule service appointments.
• Route customer calls and provide written messages to the responsible party in a timely manner.
• Complete reminder calls for customers scheduled for appointments.
• 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 compliant with audit requirements.

Requirements

• Exceptional interpersonal, communication, and customer service skills.
• Exceptional telephone etiquette and active listening skills.
• Ability to execute Retail Service Standardized Work and Voice of Customer (VoC) processes.
• Ability to maintain or exceed CarMax guidelines for customer satisfaction.
• Intermediate computer skills including spreadsheet knowledge.
• Ability to work with associates in other departments within the store.

Nice-to-haves

• Experience in a high-energy, fast-paced working environment.
• Knowledge of CarMax service processes.

Benefits

• Paid holidays
• Paid jury duty
• Paid sick time
• Paid vacation time
• Holiday Premium Pay