Service Consultant/Customer Advisor
Company: CarMax
Location: Maple Shade
Posted on: January 15, 2021
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Job Description:
6011 - Maple Shade - 531 Route 38 West, Maple Shade Twp, New
Jersey, 08052CarMax, 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 policiesAbout CarMaxCarMax disrupted the auto industry
by delivering the honest, transparent and high-integrity experience
customers want and deserve. This innovative thinking around the way
cars are bought and sold has helped us become the nation's largest
retailer of used cars, with over 200 locations nationwide.Our
amazing team of more than 25,000 associates work together to
deliver iconic customer experiences. Along the way, we help every
associate grow their career and achieve their best, at work and in
their community. We are recognized for our commitment to training
and diversity and are one of the FORTUNE 100 Best Companies to Work
For--.CarMax is an equal opportunity employer, and all qualified
candidates will receive consideration for employment without regard
to race, color, religion, sex, sexual orientation, gender identity,
genetic information, national origin, protected veteran status,
disability status, or any other characteristic protected by
law.Upon an applicant's request, CarMax will consider reasonable
accommodation to complete the CarMax Job Application.SDL2017
Keywords: CarMax, Philadelphia , Service Consultant/Customer Advisor, Other , Maple Shade, Pennsylvania
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