Service Center Specialist: Scheduling & Customer Care

CarMax; Laurel (MD); On-site; USD 25,000 - 40,000; Full time

Benefits offered by this job

Paid sick time

Vacation time

Holiday premium pay

Floating holiday

Job summary

CarMax Laurel seeks a Service Operator to deliver exceptional customer service and support service processes before, during, and after repairs. You’ll handle in-person and phone inquiries, schedule appointments, and coordinate communications across the Service Department.

The role emphasizes empathy, accuracy, and a customer-first mindset, with opportunities to grow within CarMax’s best-in-class team and culture.

Qualifications

• Strong interpersonal and communication skills to deliver outstanding customer service.
• Excellent telephone etiquette and active listening for positive interactions.
• Ability to follow standardized service processes and maintain high customer satisfaction scores.
• Proficiency in data entry and record-keeping; basic spreadsheet skills.
• Capable of fast-paced multitasking and cross-functional collaboration.
• Flexible to work varied shifts, including nights, weekends, and holidays; professional appearance.

Responsibilities

• Answer service calls promptly and professionally with a customer-first mindset.
• Assist Service Consultants and Customer Advisors with customer interactions to ensure seamless service experiences.
• Schedule service appointments and route calls accurately.
• Deliver timely written messages to the appropriate team members for follow-up.
• Coordinate and schedule repair appointments; perform reminder calls for upcoming appointments and contact customers when special-order parts arrive.
• Maintain compliance by auditing sublet invoices, loaner logs, and dealer tags according to CarMax guidelines.
• Follow CarMax EH&S requirements and maintain a clean and orderly work area.

Skills

Interpersonal skills

Phone etiquette

Customer service

Data entry

Multitasking

Team collaboration

Flexible shifts

Spoken communication

Tools

Spreadsheets

Job description

CarMax Laurel seeks a Service Operator to deliver exceptional customer service and support service processes before, during, and after repairs. You’ll handle in-person and phone inquiries, schedule appointments, and coordinate communications across the Service Department.

The role emphasizes empathy, accuracy, and a customer-first mindset, with opportunities to grow within CarMax’s best-in-class team and culture.