Customer Experience Liaison - Auto Service

CarMax Business Services; Frederick (MD); On-site; USD 34,000 - 39,000; Full time

Benefits offered by this job

Paid time off

Benefits

Job summary

CarMax in Frederick, MD is seeking a Customer Advisor to serve as the primary liaison between customers and our technicians. You will ensure transparent communication, manage repair orders, and advise on ESP claims in a fast-paced, customer-focused environment.

The role emphasizes delivering an iconic customer experience, reading and recording accurate information, and collaborating across departments while adhering to safety protocols and PPE usage.

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.

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 EH&S requirements and maintain a clean and orderly work area.

Skills

Communication

Customer service

Interpersonal skills

Record keeping

Multi-tasking

Job description

CarMax in Frederick, MD is seeking a Customer Advisor to serve as the primary liaison between customers and our technicians. You will ensure transparent communication, manage repair orders, and advise on ESP claims in a fast-paced, customer-focused environment.

The role emphasizes delivering an iconic customer experience, reading and recording accurate information, and collaborating across departments while adhering to safety protocols and PPE usage.