Customer Care Operator - Flexible Hours & Growth

CarMax Business Services; Danvers (MA); On-site; USD 26,000 - 37,000; Full time

Job summary

CarMax in Danvers, MA, is seeking a Customer Operator to deliver exceptional customer service and support the Service Department by assisting customers in person and over the phone.

You will schedule service appointments, route calls, and follow up on repairs while maintaining accurate records and documentation in a fast-paced environment. This role emphasizes integrity and teamwork within CarMax’s service-focused culture.

Qualifications

• Strong interpersonal and communication skills are required to deliver outstanding customer service.
• Exceptional telephone etiquette and active listening skills to build trust with customers.
• Ability to execute standardized service processes and maintain high customer satisfaction scores.
• Intermediate computer skills including spreadsheet knowledge and familiarity with service systems.
• Ability to collaborate across departments and perform multiple tasks in a fast-paced environment.
• Flexible availability including nights, weekends, holidays, and extended shifts.

Responsibilities

• Answer incoming service calls promptly and professionally, using a friendly tone and empathy.
• Assist Service Consultants and Customer Advisors to ensure smooth customer experiences and accurate information sharing.
• Schedule service appointments and route calls while providing clear and helpful responses to customer inquiries.
• Perform reminder calls for upcoming appointments and follow up when special-order parts arrive.
• Contact customers with repair requests to efficiently schedule appointments and maintain accurate records and documentation, including filing repair orders daily.
• Audit sublet invoices and monitor loaner logs to ensure compliance with CarMax guidelines and audit requirements.
• Follow CarMax EH&S requirements and maintain a clean and orderly work area.

Skills

Interpersonal communication

Telephone etiquette

Active listening

Customer service

Multitasking in fast-paced environment

Flexibility (nights weekends holidays)

Collaboration across departments

Tools

Spreadsheet software

Service systems

Job description

CarMax in Danvers, MA, is seeking a Customer Operator to deliver exceptional customer service and support the Service Department by assisting customers in person and over the phone.

You will schedule service appointments, route calls, and follow up on repairs while maintaining accurate records and documentation in a fast-paced environment. This role emphasizes integrity and teamwork within CarMax’s service-focused culture.