Service Advisor & Customer Experience Specialist

CarMax; White Marsh (MD); On-site; USD 48,139,000 - 76,793,000; Full time

Benefits offered by this job

Commission

Job summary

CarMax is hiring a Service Consultant at our White Marsh location to serve as the trusted link between customers and our technicians. You’ll guide customers through the service and repair process, document concerns, and communicate updates with honesty and clarity.

In this fast-paced role, you’ll balance technical detail with a customer-first approach, deliver personalized support, and help ensure a seamless experience from check-in to checkout.

Qualifications

• Proven ability to deliver outstanding customer service.
• Strong communication and active listening skills.
• Ability to interpret and record data accurately with basic computer skills.
• Comfort working across departments in a high-energy environment.
• Flexibility to work varied shifts, including nights, weekends, and holidays.
• Commitment to CarMax policies and procedures.
• Capability to stand or walk for extended periods in indoor/outdoor conditions.

Responsibilities

• Welcome and engage customers with professionalism and empathy.
• Document concerns and create repair orders for technicians with timely updates.
• Consult customers on repairs and explain service details clearly.
• Review completed work and prepare invoices for billing.
• Process service payments and manage cash transactions.
• Coordinate workflow to maintain productivity in a fast-paced environment.
• Follow EH&S requirements and keep a clean work area.

Skills

Customer service

Communication

Telephone etiquette

Active listening

Data entry

Team collaboration

Standing/walking

Shift flexibility

Job description

CarMax is hiring a Service Consultant at our White Marsh location to serve as the trusted link between customers and our technicians. You’ll guide customers through the service and repair process, document concerns, and communicate updates with honesty and clarity.

In this fast-paced role, you’ll balance technical detail with a customer-first approach, deliver personalized support, and help ensure a seamless experience from check-in to checkout.