Customer Experience Operator - Service & Scheduling

CarMax Business Services; East Naples (FL); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Paid time off

Paid holidays

Holiday premium pay

Job summary

CarMax seeks a Customer Operator to deliver exceptional customer service and support the Service Department throughout the repair process. You will handle in-person and phone interactions, schedule appointments, and ensure accurate records while maintaining high service standards.

The role emphasizes teamwork, attention to detail, and the ability to work evenings and weekends as needed in a fast-paced, customer-centric environment.

Qualifications

• Strong interpersonal and communication skills with proven ability to deliver outstanding customer service.
• Exceptional telephone etiquette and active listening skills to build trust and rapport 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 high-energy, 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 throughout the interaction.
• 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 Environmental, Health and Safety (EH&S) requirements and maintain a clean and orderly work area.

Skills

Interpersonal skills

Telephone etiquette

Service processes

Computer skills

Cross-department collaboration

Flexible schedule

Job description

CarMax seeks a Customer Operator to deliver exceptional customer service and support the Service Department throughout the repair process. You will handle in-person and phone interactions, schedule appointments, and ensure accurate records while maintaining high service standards.

The role emphasizes teamwork, attention to detail, and the ability to work evenings and weekends as needed in a fast-paced, customer-centric environment.