Service Advisor: Customer Experience Champion

CarMax Business Services; White Marsh (MD); On-site; USD 48,139,000 - 76,683,000; Full time

Benefits offered by this job

Commissions

Job summary

CarMax is seeking a Service Consultant in White Marsh, MD to serve as the trusted link between customers and technicians, guiding them through the service and repair process with clear communication and a customer-first approach. You will document concerns, discuss repairs, and ensure smooth workflow in a busy retail service environment, delivering honest, transparent service while upholding CarMax EH&S standards.

This role emphasizes friendly interactions and accuracy.

Qualifications

• Strong interpersonal and communication skills with proven ability to deliver outstanding customer service.
• Proficiency in telephone etiquette and active listening techniques.
• Ability to interpret and record data accurately while using intermediate computer skills.
• Comfort working collaboratively across departments in a high-energy environment.
• Flexibility to work varied shifts, including nights, weekends, and holidays.
• Commitment to standards and adherence to CarMax policies and procedures.
• Capability to stand or walk for extended periods and work in both indoor and outdoor conditions.

Responsibilities

• Welcome and engage customers with professionalism and empathy, ensuring a positive service experience from start to finish
• Accurately document customer concerns and create detailed repair orders for technicians and provide timely updates on vehicle status, meeting all communication commitments
• Consult with customers on recommended repairs and explain service details clearly
• Review completed work for accuracy and prepare invoices for billing
• Process service payments and manage cash transactions responsibly
• Coordinate workflow efficiently to maintain productivity in a fast-paced environment
• Follow CarMax Environmental, Health and Safety (EH&S) requirements and maintain a clean and orderly work area.

Skills

Customer service

Interpersonal communication

Active listening

Data entry

Team collaboration

Flexible shifts

Job description

CarMax is seeking a Service Consultant in White Marsh, MD to serve as the trusted link between customers and technicians, guiding them through the service and repair process with clear communication and a customer-first approach. You will document concerns, discuss repairs, and ensure smooth workflow in a busy retail service environment, delivering honest, transparent service while upholding CarMax EH&S standards.

This role emphasizes friendly interactions and accuracy.