Customer Experience Operator – Service Scheduling

CarMax; Los Angeles (CA); On-site; USD 30,000 - 33,000; Full time

Benefits offered by this job

Paid sick time

Paid vacation

Holiday pay

Benefits program

Job summary

CarMax is seeking a Customer Operator in Los Angeles to deliver outstanding service to guests, support the Service Department, and manage calls in person and by phone. You’ll help with scheduling, documentation, and ensuring smooth repairs while upholding CarMax EH&S standards.

The role emphasizes strong communication, reliable multitasking, and flexible hours, including nights and weekends, to keep our service operations running efficiently.

Qualifications

• Strong interpersonal and communication skills to deliver outstanding customer service.
• Exceptional telephone etiquette and active listening to build trust.
• 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 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

Communication skills

Telephone etiquette

Active listening

Service processes

Computer skills

Spreadsheet knowledge

Cross-department collaboration

Multi-tasking

Flexible hours

Job description

CarMax is seeking a Customer Operator in Los Angeles to deliver outstanding service to guests, support the Service Department, and manage calls in person and by phone. You’ll help with scheduling, documentation, and ensuring smooth repairs while upholding CarMax EH&S standards.

The role emphasizes strong communication, reliable multitasking, and flexible hours, including nights and weekends, to keep our service operations running efficiently.