Service Advisor & Customer Experience Specialist

CarMax; West Virginia; On-site; USD 15,000 - 23,000; Full time

Benefits offered by this job

Commission

Job summary

CarMax in Raleigh, NC is seeking a Service Consultant to be the trusted link between customers and our technicians. You will guide customers through the service and repair process, delivering clear communication and personalized support from start to finish.

In this role you’ll document concerns, discuss repairs, and help maintain accurate invoices while ensuring a smooth, customer-first experience in a fast-paced environment.

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

Phone etiquette

Active listening

Data entry

Cross-functional

Shift flexibility

Policy compliance

Standing/walking

Job description

CarMax in Raleigh, NC is seeking a Service Consultant to be the trusted link between customers and our technicians. You will guide customers through the service and repair process, delivering clear communication and personalized support from start to finish.

In this role you’ll document concerns, discuss repairs, and help maintain accurate invoices while ensuring a smooth, customer-first experience in a fast-paced environment.