Service Center Agent & Scheduler

CarMax Business Services; Westborough (MA); On-site; USD 35,000 - 55,000; Full time

Job summary

CarMax Westborough is seeking a Customer Operator to deliver exceptional service by supporting the Service Department via phone and in person. You will help customers before, during, and after service/repair processes while coordinating with service staff.

The role requires strong interpersonal and communication skills, top-tier customer service, and solid computer basics to study and update service records and appointment details.

Qualifications

• Demonstrate exceptional interpersonal, communication, and customer service skills.
• Demonstrate exceptional telephone etiquette and active listening skills.
• Execute Retail Service Standardized Work and VoC processes.
• Maintain CarMax guidelines for customer satisfaction.
• Read, interpret and transcribe data to maintain records.
• Intermediate computer skills including spreadsheet knowledge.

Responsibilities

• Answer all incoming service calls promptly and with empathy.
• Assist Customer Advisors/Service Consultants when needed.
• Schedule service appointments and route customer calls.
• Provide written messages to the responsible party in a timely manner.
• Complete reminder calls for customers with appointments.
• Notify customers when parts arrive to schedule follow-ups.
• Audit sublet invoices and ensure compliance with guidelines.
• Keep loaner log and dealer tags in compliance with audits.

Skills

Interpersonal skills

Communication skills

Customer service

Telephone etiquette

Active listening

Spreadsheet knowledge

Job description

CarMax Westborough is seeking a Customer Operator to deliver exceptional service by supporting the Service Department via phone and in person. You will help customers before, during, and after service/repair processes while coordinating with service staff.

The role requires strong interpersonal and communication skills, top-tier customer service, and solid computer basics to study and update service records and appointment details.