Service Consultant

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.

Principle Duties and Responsibilities :

• Meet and greet all service customers in a friendly manner conveying exceptional customer service skills and empathy throughout the entire customer interaction.
• Assist Service / Customer Operators with incoming service calls when needed.
• Accurately interview and document customer concerns.
• Establish specific call time with each customer to update them on the status of their vehicle and consistently meet those call time commitments.
• Create repair orders, and route work to technicians or mechanical associates.
• Obtain accurate estimates and approvals for Extended Service Policy (ESP) claims.
• Consult with customers regarding needed repairs.
• Review repair orders for work performed and accuracy of all labor, parts and sublet documentation for billing.
• Close and invoice repair orders.
• Clearly explain and communicate all recommendations / repairs / service / maintenance performed to ensure customer understanding.
• Collects service payments and manages cash including receiving and counting money.
• Balance a busy workload and properly dispatch work to the appropriate technician / mechanical associate.

Job Specifications :

Working Conditions :

Combination of both office and outdoor environment; may include working at times in noisy and / or inclement weather conditions.

Requires walking 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.

About CarMax

CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve.

Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences.

CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

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