Service Consultant/Customer Advisor
Posted on: January 10, 2021
7265 - Columbia - 555 Jamil Rd, Columbia, South Carolina,
29210CarMax, 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 policiesUpon an
applicant's request, CarMax will consider reasonable accommodation
to complete the CarMax Job Application.
Keywords: CarMax, Columbia , Service Consultant/Customer Advisor, Hospitality & Tourism , Columbia, South Carolina
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