Service Concierge: Customer Support & Scheduling

CarMax; Duarte (CA); On-site; USD 25,000 - 40,000; Full time

Benefits offered by this job

Paid sick leave

Vacation time

Holiday time

Holiday Premium Pay

Job summary

CarMax in Duarte, CA is seeking a Service Operator to deliver exceptional customer service and support the Service Department’s operations. You will answer calls, assist customers in person and over the phone, schedule appointments, and coordinate repair processes while ensuring a smooth customer experience.

The role emphasizes empathy, clear communication, accurate data entry, and adherence to CarMax guidelines. Evening, night, and weekend shifts may be required to maintain service levels.

Qualifications

• Strong interpersonal and communication skills required.
• Excellent telephone etiquette and active listening abilities.
• Ability to execute standardized service processes and maintain high customer satisfaction.
• Proficiency in data entry and record-keeping, with intermediate computer skills including spreadsheets.
• Capable of thriving in a fast-paced environment, multitasking effectively with cross-functional teams.
• Flexibility to work varied shifts, including nights, weekends, and holidays.

Responsibilities

• Respond promptly and professionally to all incoming service calls, demonstrating empathy and a customer-first mindset.
• Assist Service Consultants and Customer Advisors with customer interactions as needed to ensure seamless service experiences.
• Schedule service appointments and provide accurate routing of calls and inquiries.
• Deliver timely written messages to the appropriate team members for follow-up.
• Manage repair requests by coordinating and scheduling appointments efficiently and 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.

Skills

Interpersonal skills

Telephone etiquette

Active listening

Service processes

Data entry

Spreadsheets

Multitasking

Flexible shifts

Job description

CarMax in Duarte, CA is seeking a Service Operator to deliver exceptional customer service and support the Service Department’s operations. You will answer calls, assist customers in person and over the phone, schedule appointments, and coordinate repair processes while ensuring a smooth customer experience.

The role emphasizes empathy, clear communication, accurate data entry, and adherence to CarMax guidelines. Evening, night, and weekend shifts may be required to maintain service levels.