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Service/Customer Operator

Company: carmax
Location: Irvine
Posted on: January 12, 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, Irvine , Service/Customer Operator, Hospitality & Tourism , Irvine, California

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