7157 - Henderson - 1000 W Warm Springs Rd, Henderson, Nevada,
CarMax, the way your career should be!
Under general supervision, deliver exceptional customer service
by supporting the Service Department by assisting customers on the
phone and in person before, during and after service/repair
Principle Duties and Responsibilities:
Answer all incoming service calls in a prompt and friendly
manner, displaying appropriate tone of voice and empathy throughout
the entire customer interaction.
Assist Customer Advisors/Service Consultants with customers when
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
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.
Accountable to Associate 1 Competency Model
Demonstrate exceptional interpersonal, communication, and
customer service skills.
Demonstrate exceptional telephone etiquette and active listening
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
Read, interpret and transcribe data in order to maintain proper
Intermediate computer skills including spreadsheet
Service Operator Job Description
Successfully work with associates in other departments within
Perform multiple duties in a high-energy, fast-paced working
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
Possess intermediate computer skills
Primarily indoor environment; may include working at times in
May require sitting or standing for extended periods of
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
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.
Disclaimer and Approvals:
This document is intended to describe the general nature and
level of work being performed by people assigned to this job. This
information is current at the time of publication. Responsibilities
may include other duties as assigned and may be amended at the
discretion of CarMax with or without notice. This document has been
reviewed and approved by management and Human Resources and cannot
be modified without written consent by a member of management
authorized to modify any such responsibilities.
CarMax is an Equal Opportunity Employer and complies with
federal and state laws which forbid discrimination because of race,
color, age, religion, sex, national origin, disability and other
protected characteristics. Employment at CarMax is at-will, and
therefore, can be terminated, with or without cause, at any time,
at the option of the associate or CarMax.
This at-will employment relationship will remain in effect
throughout an associate's employment with CarMax unless it is
modified by a specific, express written employment contract that is
signed by an officer of CarMax and the associate. This at-will
employment relationship may not be modified by any oral or implied
agreement. Specifically, this job description is not a contract of
employment and does not create any contractual rights of any kind
between the Company and its Associates.
Upon an applicant's request, CarMax will consider reasonable
accommodation to complete the CarMax Job Application.