Posted on: January 17, 2020
7132 - Dulles - 45210 Towlern Pl, Sterling, Virginia, 20166 CarMax,
the way your career should be General Summary: 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,
(This may require multiple calls to the same customer each day). ?
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. ? Ensure all customer
concerns are addressed and resolved in a timely manner. Job
Specifications: Work requires ability to: ? Demonstrate exceptional
interpersonal, communication, and customer service skills. ?
Demonstrate exceptional telephone etiquette and active listening
skills. ? Provide exceptional customer service at all times by
consistently executing the Retail Service Standardized Work and
Voice of Customer (VoC) processes. ? Meet or exceed CarMax
guidelines for customer satisfaction. ? Read, interpret and
transcribe data in order to maintain accurate 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. 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. ? Adhere to all CarMax policies including, but
not limited to: Code of Business Conduct, Attendance, Asset
Protection, Integrity, Proper Recording of Time, Environmental
Health and Safety, and Standards of Professional Appearance
policies About CarMax CarMax disrupted the auto industry by
delivering the honest, transparent and high-integrity experience
customers want and deserve. This innovative thinking around the way
cars are bought and sold has helped us become the nation's largest
retailer of used cars, with over 200 locations nationwide. Our
amazing team of more than 25,000 associates work together to
deliver iconic customer experiences. Along the way, we help every
associate grow their career and achieve their best, at work and in
their community. We are recognized for our commitment to training
and diversity and are one of the FORTUNE 100 Best Companies to Work
For--. 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.
Upon an applicant's request, CarMax will consider reasonable
accommodation to complete the CarMax Job Application.
Keywords: carmax, Sterling , Service Consultant, Professions , Sterling, Virginia
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