Customer Experience Specialist

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

Benefits offered by this job

Paid time off

Health benefits

Sick time and holiday pay

Employee discounts

Job summary

CarMax is seeking a Customer Advisor in Des Moines to deliver outstanding customer service, act as the main liaison between customers and service technicians, and ensure transparency during the repair process.

In this role you will manage repair orders, provide vehicle status updates, and support ESP claim approvals, while maintaining safety and compliance in a fast-paced store environment.

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

Communication skills

Customer service

Computer skills

Teamwork

Multitasking

Flexible shifts

Safety

Job description

CarMax is seeking a Customer Advisor in Des Moines to deliver outstanding customer service, act as the main liaison between customers and service technicians, and ensure transparency during the repair process.

In this role you will manage repair orders, provide vehicle status updates, and support ESP claim approvals, while maintaining safety and compliance in a fast-paced store environment.