Auto Service Concierge & Customer Experience Advisor

CarMax; Frederick (MD); On-site; USD 32,000 - 41,000; Full time

Benefits offered by this job

Paid sick leave

Vacation time

Holiday pay

Holiday premium pay

Job summary

CarMax in Frederick, MD is seeking a Customer Advisor to deliver exceptional service as the primary liaison between customers and technicians. You will create, manage, and finalize repair orders, discuss repairs with customers, and ensure accurate documentation while maintaining a safe, fast-paced environment.

The role emphasizes strong communication, multitasking, and a commitment to safety, with shifts including nights, weekends, and holidays at an on-site location.

Qualifications

• Exceptional communication and interpersonal skills, both in person and over the phone.
• Strong customer service focus, consistently providing an iconic customer experience.
• Ability to read, interpret, and maintain accurate records using intermediate computer skills.
• Collaborative mindset to work effectively across departments.
• Comfortable performing multiple tasks in a fast-paced, dynamic setting.
• Ability to stand or walk for extended periods and work flexible shifts, including nights, weekends, and holidays.
• Commitment to safety standards and compliance, including proper use of PPE and adherence to CarMax policies.

Responsibilities

• Deliver outstanding customer service by greeting all service customers warmly and professionally.
• Manage service communications by assisting with incoming calls and providing timely updates on vehicle status.
• Create and process repair orders accurately, ensuring proper routing to technicians, and review and finalize repair documentation for accuracy before invoicing
• Consult with customers on recommended repairs and obtain approvals for Extended Service Policy (ESP) claims.
• Handle service payments and cash management with precision and integrity.
• Balance multiple priorities in a high-energy environment while ensuring customer concerns are resolved promptly.
• Follow CarMax Environmental, Health and Safety (EH&S) requirements and maintain a clean and orderly work area.

Skills

Customer service

Communication

Interpersonal skills

Record keeping

Cross-department collaboration

Multitasking

Safety compliance

Job description

CarMax in Frederick, MD is seeking a Customer Advisor to deliver exceptional service as the primary liaison between customers and technicians. You will create, manage, and finalize repair orders, discuss repairs with customers, and ensure accurate documentation while maintaining a safe, fast-paced environment.

The role emphasizes strong communication, multitasking, and a commitment to safety, with shifts including nights, weekends, and holidays at an on-site location.