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Service/Customer Operator

Company: CarMax, Inc.
Location: Omaha
Posted on: January 14, 2019

Job Description:

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.

Keywords: CarMax, Inc., Omaha , Service/Customer Operator, Hospitality & Tourism , Omaha, Nebraska

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