Customer Operator

CarMax - Naples, FL

Full-time - Entry Level

Naples, FL

10,001+ employees

Motor Vehicle and Parts Dealers

About the position

The Customer Operator at CarMax plays a crucial role in delivering exceptional customer service by supporting the Service Department. This position involves assisting customers both over the phone and in person throughout the service and repair processes, ensuring a high level of satisfaction and adherence to company standards.

Responsibilities

• Answer all incoming service calls in a prompt and friendly manner, displaying appropriate tone of voice and empathy throughout the entire customer interaction.
• Assist Customer Advisors/Service Consultants with customers when needed.
• Answer basic service department questions, schedule service appointments, and 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.

Requirements

• Demonstrate exceptional interpersonal, communication, and customer service skills.
• Demonstrate exceptional telephone etiquette and active listening skills.
• Execute Retail Service Standardized Work.
• 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.

Nice-to-haves

• Ability to perform multiple duties in a high-energy, fast-paced working environment.
• Stay current in CarMax provided training in all areas of the Service process.

Benefits

• Training and development opportunities
• Diversity and inclusion programs
• Career growth and advancement opportunities