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Customer Service in Midland,Virginia
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Service Consultant/Customer Advisor

CarMax Woodbridge Full-Time
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7183 - Potomac Mills - 2350 Research Ct, Woodbridge, Virginia, 22192

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

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application .

If you have technical problems when submitting your application, please contact us by phone Phone number blocked - click to apply ext. 3888 or email Email blocked - click to apply.

 

Skills required

Market Knowledge
Lead Generation
Selling Techniques
Insurance Sales
Customer Service
Client Rapport
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Job ID: JR-E000651

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Almost 25 years ago, CarMax revolutionized the auto industry by delivering the honest, transparent and high-integrity car buying experience customers want and deserve. This disruptive thinking has helped us become the nation’s largest retailer of used cars with a team of nearly 25,000 associates and more than 200 stores nationwide.

Committed to hiring people with strong values of integrity, transparency and respect, we offer unmatched training and support for associate career growth, and have been recognized as one of Training Magazine’s "Training Top 125" companies in America.

We are also proud to be one of FORTUNE’s 100 Best Workplaces for Millennials and 50 Best Workplaces for Diversity. And thanks to our amazing associates, we have been recognized as one of the FORTUNE 100 Best Companies to Work For® - 15 years in a row!

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