Customer Experience Advisor

CarMax; Columbia (SC); On-site; USD 63,370,000 - 71,635,000; Full time

Benefits offered by this job

Paid sick time

Vacation time

Holidays and floating holiday

Holiday Premium Pay

Job summary

CarMax in Columbia, SC is seeking a Customer Advisor to deliver outstanding service as the liaison between customers and technicians during service and repair. This role focuses on transparency, accurate records, and dependable communication in a fast-paced setting.

You will manage repair orders, relay vehicle status updates, discuss repairs with customers, and handle ESP claims and payments while maintaining precise documentation.

Qualifications

• Excellent 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.
• Able to multitask 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 PPE use 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

Communication

Customer service

Interpersonal skills

Record keeping

Cross-functional

multitasking

Stamina

Job description

CarMax in Columbia, SC is seeking a Customer Advisor to deliver outstanding service as the liaison between customers and technicians during service and repair. This role focuses on transparency, accurate records, and dependable communication in a fast-paced setting.

You will manage repair orders, relay vehicle status updates, discuss repairs with customers, and handle ESP claims and payments while maintaining precise documentation.