Service Operator

CarMax
Boston
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Communication","Customer service","Interpersonal skills","Telephone etiquette","Active listening"]

Deliver exceptional customer service by supporting the Service Department before, during, and after service/repair. Answer incoming service calls promptly and friendly, assist Service Consultants as needed, schedule appointments, and route calls. Handle written messages and appointment reminder calls, contact customers for repair requests and special-ordered parts, and maintain accurate repair orders, records, and daily documentation. Ensure compliance with audit requirements and loaner/log processes.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
CarMax
CarMax
2 months ago

Service Operator

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Deliver exceptional customer service by supporting the Service Department before, during, and after service/repair. Answer incoming service calls promptly and friendly, assist Service Consultants as needed, schedule appointments, and route calls. Handle written messages and appointment reminder calls, contact customers for repair requests and special-ordered parts, and maintain accurate repair orders, records, and daily documentation. Ensure compliance with audit requirements and loaner/log processes.
Location: Boston
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Answer incoming service calls promptly and in a friendly manner, using appropriate tone and empathy.
  • •Assist Customer Advisors/Service Consultants with customers when needed and provide basic service department answers.
  • •Schedule service appointments, route calls, and provide timely written messages to responsible parties.
  • •Complete reminder calls and contact customers for repair requests and when special ordered parts arrive to schedule appointments.
  • •File repair orders and supporting documentation daily, including auditing sublet invoices and ensuring loaner log/dealer tag compliance with audit requirements.

Key Requirements

  • •Demonstrate exceptional interpersonal, communication, and customer service skills.
  • •Demonstrate exceptional telephone etiquette and active listening skills.
  • •Execute Retail Service Standardized Work and Voice of Customer (VoC) processes to provide customer service consistently.
  • •Maintain or exceed CarMax guidelines for customer satisfaction.
  • •Have intermediate computer skills, including spreadsheet knowledge, to read, interpret, and transcribe data for proper records.
Skills:CommunicationCustomer serviceInterpersonal skillsTelephone etiquetteActive listening
Tech Stack:Spreadsheets

Company Brief

CarMax
Operates the largest used-car retail chain in the United States, selling and financing pre-owned vehicles through a no-haggle customer experience. Also offers vehicle buying, appraisal, service, and related automotive solutions.
Industry: Automotive
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Richmond, United States
Founded: 1993
WebsiteLinkedIn