Service Operator

About the role

As a Service Operator, you will play a vital role in delivering exceptional customer service and ensuring smooth operations within our Service Department. From assisting customers in person and over the phone to supporting service processes before, during, and after repairs, you’ll be the friendly, knowledgeable point of contact that keeps everything running efficiently.

Responsibilities

• Respond promptly and professionally to all incoming service calls, demonstrating empathy and a customer-first mindset
• Assist Service Consultants and Customer Advisors with customer interactions as needed to ensure seamless service experiences
• Schedule service appointments and provide accurate routing of calls and inquiries
• Deliver timely written messages to the appropriate team members for follow-up
• Manage repair requests by coordinating and scheduling appointments efficiently and perform reminder calls for upcoming appointments and contact customers when special-order parts arrive
• Maintain compliance by auditing sublet invoices, loaner logs, and dealer tags according to CarMax guidelines
• Follow CarMax Environmental, Health and Safety (EH&S) requirements and maintain a clean and orderly work area

Qualifications

• Strong interpersonal and communication skills, with proven ability to deliver outstanding customer service
• Exceptional telephone etiquette and active listening abilities to ensure positive customer interactions
• Ability to execute standardized service processes and maintain high customer satisfaction scores
• Proficiency in data entry and record-keeping, with intermediate computer skills including spreadsheets
• Capability to thrive in a fast-paced environment, multitasking effectively while collaborating with cross-functional teams
• Flexibility to work varied shifts, including nights, weekends, and holidays, while maintaining professional appearance and integrity

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 Commission/Incentive Eligible Associates

• Earn up to 48 hours of sick time per year accrued on a per pay period basis
• Between 80 hours and 200 hours per year of vacation time after a 90-day waiting period depending on years of continuous service with the Company
• 6 paid scheduled holidays per year plus 1 floating holiday (8 hours of pay for each)
• Holiday Premium Pay if working on a scheduled holiday due to business need

Full-time Salaried Associates

• Paid time away with no specified limit as needed for sick, vacation, bereavement, jury duty, holidays, floating holiday, etc., subject to manager approval

Pay

The hourly rate for this position is $17.89 - $20.13.