Customer Operator

Role Responsibilities

• Answer incoming service calls promptly and professionally, using a friendly tone and empathy throughout the interaction.
• Assist Service Consultants and Customer Advisors to ensure smooth customer experiences and accurate information sharing.
• Schedule service appointments and route calls while providing clear and helpful responses to customer inquiries.
• Perform reminder calls for upcoming appointments and follow up when special-order parts arrive.
• Contact customers with repair requests to efficiently schedule appointments and maintain accurate records and documentation, including filing repair orders daily.
• Audit sublet invoices and monitor loaner logs to ensure compliance with CarMax guidelines and audit requirements.
• Follow CarMax Environmental, Health and Safety (EH&S) requirements and maintain a clean and orderly work area.

Required Qualifications

• Strong interpersonal and communication skills with proven ability to deliver outstanding customer service.
• Exceptional telephone etiquette and active listening skills to build trust and rapport with customers.
• Ability to execute standardized service processes and maintain high customer satisfaction scores.
• Intermediate computer skills, including spreadsheet knowledge and familiarity with service systems.
• Ability to collaborate across departments and perform multiple tasks in a high-energy, fast-paced environment.
• Flexible availability, including nights, weekends, holidays, and extended shifts.