Service Consultant

CarMax; San Antonio (TX); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Career growth opportunities

Commitment to training and diversity

Recognition as a top employer

Job summary

A leading automotive retailer in San Antonio seeks a dedicated individual to deliver exceptional customer service. The role involves acting as a liaison between customers and technicians, ensuring effective communication and timely updates. Candidates must demonstrate strong interpersonal skills, manage repair orders, and document customer concerns accurately. Flexibility to work various shifts is essential. Join us in a dynamic environment where you can grow your career while delivering iconic customer experiences.

Qualifications

• Exceptional interpersonal skills required to meet customer needs.
• Ability to handle multiple tasks in a fast-paced environment.
• Must effectively communicate both verbally and in writing.

Responsibilities

• Assist customers with service calls and inquiries.
• Document and update customer concerns accurately.
• Create and manage repair orders for vehicles.
• Obtain estimates and ESP approvals and communicate recommendations to customers.
• Close and invoice repair orders and collect payments.

Skills

Customer service skills

Communication skills

Active listening skills

Telephone etiquette

Microsoft Excel

Teamwork

Education

High School Diploma or GED

Tools

Computer skills

Job description

CarMax, the way your career should be!

Location: 3611 Fountainhead Dr, San Antonio, Texas 78229

General Summary

Under general supervision, deliver exceptional customer service by acting as a liaison between the customer and retail technician (Traditional), or mechanical associate (Flow) on the phone before, during, and after the service/repair processes.

Principle Duties And Responsibilities

• Meet and greet all service customers in a friendly manner conveying exceptional customer service skills and empathy throughout the entire customer interaction.
• Assist Service/Customer Operators with incoming service calls when needed.
• Accurately interview and document customer concerns.
• Establish specific call time with each customer to update them on the status of their vehicle and consistently meet those call time commitments, (This may require multiple calls to the same customer each day).
• Create repair orders, and route work to technicians or mechanical associates.
• Obtain accurate estimates and approvals for Extended Service Policy (ESP) claims.
• Consult with customers regarding needed repairs.
• Review repair orders for work performed and accuracy of all labor, parts and sublet documentation for billing.
• Close and invoice repair orders.
• Clearly explain and communicate all recommendations/repairs/service/maintenance performed to ensure customer understanding.
• Collect service payments and manage cash including receiving and counting money.
• Balance a busy workload and properly dispatch work to the appropriate technician/mechanical associate.
• Ensure all customer concerns are addressed and resolved in a timely manner.

Job Specifications

• Demonstrate exceptional interpersonal, communication, and customer service skills.
• Demonstrate exceptional telephone etiquette and active listening skills.
• Provide exceptional customer service at all times by consistently executing the Retail Service Standardized Work and Voice of Customer (VoC) processes.
• Meet or exceed CarMax guidelines for customer satisfaction.
• Read, interpret and transcribe data in order to maintain accurate records.
• Intermediate computer skills, including spreadsheet knowledge.
• Successfully work with associates in other departments within the store.
• Perform multiple duties in a high-energy, fast-paced working environment.
• Demonstrate above average communication skills with the ability to speak and listen effectively when dealing with customers/associates, both in person and over the phone.
• Stay current in CarMax provided training in all areas of the Service process.

Working Conditions

• Combination of both office and outdoor environment; may include working at times in noisy and/or inclement weather conditions.
• Requires walking or standing for extended periods of time.
• Flexible work hours with shifts that may include nights, weekends, holiday, and 12-hour days.
• Follow all CarMax, O.S.H.A., and EPA standards including the use of Personal Protective Equipment, and proper waste disposal in required areas.
• Adhere to all CarMax policies including, but not limited to: Code of Business Conduct, Attendance, Asset Protection, Integrity, Proper Recording of Time, Environmental Health and Safety, and Standards of Professional Appearance policies.

About CarMax

CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation’s largest retailer of used cars, with over 200 locations nationwide.

Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®.

CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.