Customer Experience Advisor - Vehicle Service & Repair

CarMax; Virginia Beach (VA); On-site; USD 30,000 - 33,000; Full time

Benefits offered by this job

Paid sick time

Vacation time

Holiday pay

Health benefits

Floating holiday

Job summary

CarMax is seeking a Customer Advisor in Virginia Beach to serve as the main liaison between customers and our technicians, delivering an exceptional service experience and ensuring transparency throughout the repair process.

You will greet customers, manage service communications, create repair orders, review documentation, and assist with ESP claims while upholding CarMax EH&S standards.

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

Excellent communication

Customer service focus

Record keeping

Interdepartmental collaboration

Multi-tasking

Safety awareness

Job description

CarMax is seeking a Customer Advisor in Virginia Beach to serve as the main liaison between customers and our technicians, delivering an exceptional service experience and ensuring transparency throughout the repair process.

You will greet customers, manage service communications, create repair orders, review documentation, and assist with ESP claims while upholding CarMax EH&S standards.