Customer Operator

Carmax; Honolulu (HI); On-site; USD 17,908 - 22,041; Full time

Job summary

CarMax Huntsville is seeking a Customer Operator to help customers by phone and in person before, during, and after service/repair processes. You will deliver exceptional service under general supervision and support the Service Department with timely communication.

Responsibilities include answering calls, scheduling service appointments, routing inquiries, and maintaining records with attention to detail. Strong interpersonal skills and a professional telephone manner are essential.

Qualifications

• Excellent interpersonal and communication skills.
• Strong customer service orientation.
• Ability to handle phone and in-person interactions.
• Basic data entry and clerical skills.
• Proficiency with office software.

Responsibilities

• Answer all incoming service calls promptly and friendly, displaying appropriate tone of voice and empathy throughout the entire customer interaction.
• Assist Customer Advisors/Service Consultants with customers when needed.
• Answer basic service department questions, schedule service appointments, and route customers’ calls.
• Provide written messages to the responsible party in a timely manner.
• Complete reminder calls for customers scheduled for an appointment.
• Assist the service department in contacting customers once special ordered parts have arrived to schedule appointments.
• Contact customers with Repair Requests to schedule appointments.
• File repair orders and all supporting documentation daily.
• Audit all sublet invoices to ensure they are processed and resolved per CarMax Guidelines.
• Ensure the loaner log and dealer tags are always in compliance with audit requirements.

Skills

Interpersonal skills

Communication skills

Customer service

Phone etiquette

Active listening

Data entry

Spreadsheet

Tools

Spreadsheet software

Job description

Location

Huntsville, Alabama, 35806

General Summary

Under general supervision, deliver exceptional customer service by supporting the Service Department by assisting customers on the phone and in person before, during and after service/repair processes.

Responsibilities

• Answer all incoming service calls promptly and friendly, displaying appropriate tone of voice and empathy throughout the entire customer interaction.
• Assist Customer Advisors/Service Consultants with customers when needed.
• Answer basic service department questions, schedule service appointments, and route customers’ calls.
• Provide written messages to the responsible party in a timely manner.
• Complete reminder calls for customers scheduled for an appointment.
• Assist the service department in contacting customers once special ordered parts have arrived to schedule appointments.
• Contact customers with Repair Requests to schedule appointments.
• File repair orders and all supporting documentation daily.
• Audit all sublet invoices to ensure they are processed and resolved per CarMax Guidelines.
• Ensure the loaner log and dealer tags are always in compliance with audit requirements.

Job Specifications

• Accountable to Associate 1 Competency Model.
• Demonstrate exceptional interpersonal, communication, and customer service skills.
• Demonstrate exceptional telephone etiquette and active listening skills.
• Execute Retail Service Standardized Work.
• Provide exceptional customer service at all times by consistently executing the Retail Service Standardized Work and Voice of Customer (VoC) processes.
• Maintain or exceed CarMax guidelines for customer satisfaction.
• Read, interpret and transcribe data to maintain proper records.
• Intermediate computer skills including spreadsheet knowledge.

Customer Operator Job Description

• Successfully work with associates in other departments within the store.
• Perform multiple duties in a high-energy, fast-paced working environment.
• Demonstrate above-average communication skills with the ability to speak and listen effectively when dealing with customers/associates, both in person and over the phone.
• Stay current in CarMax provided training in all areas of the Service process.
• Possess intermediate computer skills.

Working Conditions

• Primarily indoor environment; may include working at times in noisy conditions.
• May require sitting or standing for extended periods of time.
• Flexible work hours with shifts that may include nights, weekends, holiday, and 12‑hour days.
• Follow all CarMax, O.S.H.A., and EPA standards including the use of personal protective equipment and proper waste disposal in required areas.
• Adhere to all CarMax policies including, but not limited to: Code of Business Conduct, Attendance, Asset Protection, Integrity, Proper Recording of Time, Environmental Health and Safety, and Standards of Professional Appearance policies.

Equal Opportunity Statement

CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.