Customer Experience Advisor – Service & Repair

CarMax; Des Moines (IA); On-site; USD 27,000 - 38,000; Full time

Benefits offered by this job

Paid sick time

Vacation time

Paid holidays

Holiday premium pay

Job summary

CarMax in Des Moines/Urbandale, IA is seeking a Customer Advisor to deliver exceptional service to service customers. You will liaise between customers and technicians, manage repair orders, and guide ESP claims, while handling payments and maintaining safety standards.

This role requires strong communication, a service-first mindset, and the ability to multitask in a fast-paced environment, including nights, weekends, and holidays.

Qualifications

• Exceptional communication and interpersonal skills.
• Strong customer service focus.
• 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

Communication

Customer service

Record keeping

Collaboration

Multi-tasking

Physical stamina

Flexible schedule

PPE safety

Job description

CarMax in Des Moines/Urbandale, IA is seeking a Customer Advisor to deliver exceptional service to service customers. You will liaise between customers and technicians, manage repair orders, and guide ESP claims, while handling payments and maintaining safety standards.

This role requires strong communication, a service-first mindset, and the ability to multitask in a fast-paced environment, including nights, weekends, and holidays.