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CarMax · 1 month ago

Service Consultant-1

FL - South Florida - Davie - Ft Lauderdale

Full-time

Onsite

New Grad, Entry Level

CarMax is the nation’s largest retailer of used cars, known for delivering honest and transparent customer experiences. The Service Consultant-1 role focuses on providing exceptional customer service and acting as a liaison between customers and technicians during service and repair processes.

AutomotiveMarketplaceOnline Portals

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

Qualification

Customer service skillsCommunication skillsTelephone etiquetteComputer skillsActive listeningEmpathyTeamworkTime management

Required

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