Service & Customer Care Coordinator

CarMax Inc.; Plano (TX); On-site; USD 21,000 - 34,000; Full time

Job summary

CarMax Plano is hiring a Service Operator to deliver outstanding customer service and support service processes before, during, and after repairs. You’ll be the friendly, knowledgeable contact for customers in person and over the phone.

You will respond to calls, schedule appointments, route inquiries, coordinate repair scheduling, and ensure compliance with CarMax EH&S guidelines while maintaining a clean work area.

Qualifications

• Strong interpersonal and communication skills with proven ability to deliver outstanding customer service.
• Exceptional telephone etiquette and active listening abilities for positive customer interactions.
• Ability to execute standardized service processes and maintain high customer satisfaction scores.
• Proficiency in data entry and record-keeping, with intermediate computer skills including spreadsheets.
• Thrives in a fast-paced environment, multitasks effectively while collaborating with cross-functional teams.
• Flexibility to work varied shifts, including nights, weekends and holidays, with professional appearance and integrity.

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.
• Follow CarMax Environmental, Health and Safety (EH&S) requirements and maintain a clean and orderly work area.

Skills

Customer service

Telephone etiquette

Process adherence

Data entry

Team collaboration

Shift flexibility

Job description

CarMax Plano is hiring a Service Operator to deliver outstanding customer service and support service processes before, during, and after repairs. You’ll be the friendly, knowledgeable contact for customers in person and over the phone.

You will respond to calls, schedule appointments, route inquiries, coordinate repair scheduling, and ensure compliance with CarMax EH&S guidelines while maintaining a clean work area.