Service Consultant/Customer Advisor

At CarMax, the nation’s largest retailer of used cars, we’re rethinking the way people buy cars. As a Service Consultant, you’ll be the trusted link between customers and our skilled technicians, ensuring every interaction reflects CarMax’s commitment to honesty, transparency, and exceptional service.

Responsibilities

• Welcome and engage customers with professionalism and empathy, ensuring a positive service experience from start to finish
• Accurately document customer concerns and create detailed repair orders for technicians
• Provide timely updates on vehicle status, meeting all communication commitments
• Consult with customers on recommended repairs and explain service details clearly
• Review completed work for accuracy and prepare invoices for billing
• Process service payments and manage cash transactions responsibly
• Coordinate workflow efficiently to maintain productivity in a fast-paced environment
• Follow CarMax Environmental, Health and Safety (EH&S) requirements and maintain a clean and orderly work area

Requirements

• Strong interpersonal and communication skills with proven ability to deliver outstanding customer service
• Proficiency in telephone etiquette and active listening techniques
• Ability to interpret and record data accurately while using intermediate computer skills
• Comfort working collaboratively across departments in a high-energy environment
• Flexibility to work varied shifts, including nights, weekends, and holidays
• Commitment to standards and adherence to CarMax policies and procedures
• Capability to stand or walk for extended periods and work in both indoor and outdoor conditions

About CarMax

At CarMax, we revolutionized the used car buying experience over 30 years ago by introducing transparency and integrity into the process. Our commitment to customer experience, innovation, and community has made us the nation’s largest used car retailer. With over 250 store locations and over 30,000 associates, we are proud to have been recognized as one of the Fortune 100 Best Companies to Work For®. As an associate, you are part of an innovative movement to empower the modern customer and drive progress.

Pay

The hourly rate for this position is $16.80 - $26.80. This position is also eligible for commission.

Benefits

Except as otherwise required by state law, CarMax Associates are entitled to the following paid sick, vacation, and holiday time:

• Full-time hourly or commissioned associates earn up to 48 hours of sick time per year, accrued on a per pay period basis, and between 80 hours and 200 hours of vacation time per year after a 90-day waiting period, depending on years of continuous service.
• 6 paid scheduled holidays per year (8 hours of pay each) plus 1 floating holiday. If an associate works on a scheduled holiday due to business need, they are eligible for Holiday Premium Pay.
• Full-time salaried associates are entitled to paid time away with no specified limit as needed for sick, vacation, bereavement, jury duty, holidays, floating holiday, etc., subject to manager approval.

For more details about benefits, visit the CarMax Benefits website.