Customer Experience Specialist – Service & Scheduling

CarMax Business Services; Naples, Northern (FL, KY); Hybrid; USD 22,000 - 32,000; Full time

Job summary

CarMax in Naples, FL is seeking a Customer Operator to support the Service Department by assisting customers in person and over the phone, before, during, and after service or repair. You will help schedule appointments, relay information, and ensure accurate records while delivering friendly, high-quality service.

This role emphasizes teamwork, integrity, and a customer-first mindset, with flexible hours including nights and weekends.

Qualifications

• Strong interpersonal and communication skills with proven ability 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.
• Proficiency with spreadsheets and familiarity with service systems.
• Ability to collaborate across departments and handle multiple tasks in a fast-paced environment.
• Availability to work nights, weekends, holidays, and extended shifts.

Responsibilities

• Answer incoming service calls promptly and professionally with a friendly tone.
• Assist Service Consultants and Customer Advisors to ensure smooth experiences.
• Schedule service appointments and route calls with clear responses.
• Perform reminder calls for upcoming appointments and follow up on parts.
• Contact customers to schedule repairs and maintain accurate records.
• Audit sublet invoices and monitor loaner logs for compliance.
• Follow EH&S requirements and maintain a clean work area.

Skills

Interpersonal skills

Customer service

Telephone etiquette

Active listening

Cross-functional collaboration

Multitasking

Flexible schedule

Tools

Spreadsheet (Excel)

Service systems

CRM systems

Job description

CarMax in Naples, FL is seeking a Customer Operator to support the Service Department by assisting customers in person and over the phone, before, during, and after service or repair. You will help schedule appointments, relay information, and ensure accurate records while delivering friendly, high-quality service.

This role emphasizes teamwork, integrity, and a customer-first mindset, with flexible hours including nights and weekends.