Service Operator

CarMax; Jacksonville (FL); On-site; USD 30,000 - 40,000; Full time

Job summary

CarMax in Jacksonville, Florida, is looking for a Customer Operator committed to delivering exceptional customer service. This position plays a key role in assisting customers through the service and repair process both in person and over the phone.

The ideal candidate excels in a fast-paced environment, possesses strong interpersonal communication skills, and is flexible with work schedules including nights and weekends. Join CarMax to be a part of a team that values integrity and innovation.

Qualifications

• Strong interpersonal and communication skills for outstanding customer service.
• Ability to execute service processes and maintain high customer satisfaction.
• Flexible availability for various shifts, including nights and weekends.

Responsibilities

• Answer incoming service calls promptly and professionally.
• Assist Service Consultants for smooth customer experiences.
• Schedule service appointments and follow up on repair requests.
• Audit invoices and maintain clean work area.

Skills

Customer service

Telephone etiquette

Active listening

Interpersonal skills

Computer skills

Job description

7260 - Jacksonville West - 7438 Blanding Blvd, Jacksonville, Florida, 32244

Position Overview

As a Customer Operator at CarMax, you will play a vital role in delivering exceptional customer service and ensuring a seamless experience for every guest. You’ll support our Service Department by assisting customers both in person and over the phone—before, during, and after the service or repair process. This position is ideal for individuals who thrive in a fast-paced, customer-focused environment and want to be part of a team that values integrity, innovation, and putting people first.

Role Responsibilities

• Answer incoming service calls promptly and professionally, using a friendly tone and empathy throughout the interaction.
• Assist Service Consultants and Customer Advisors to ensure smooth customer experiences and accurate information sharing.
• Schedule service appointments and route calls while providing clear and helpful responses to customer inquiries.
• Perform reminder calls for upcoming appointments and follow up when special-order parts arrive.
• Contact customers with repair requests to efficiently schedule appointments and maintain accurate records and documentation, including filing repair orders daily.
• Audit sublet invoices and monitor loaner logs to ensure compliance with CarMax guidelines and audit requirements.
• Follow CarMax Environmental, Health and Safety (EH&S) requirements and maintain a clean and orderly work area.

Required Qualifications

• Strong interpersonal and communication skills with proven ability to deliver outstanding customer service.
• Exceptional telephone etiquette and active listening skills to build trust and rapport with customers.
• Ability to execute standardized service processes and maintain high customer satisfaction scores.
• Intermediate computer skills, including spreadsheet knowledge and familiarity with service systems.
• Ability to collaborate across departments and perform multiple tasks in a high-energy, fast-paced environment.
• Flexible availability, including nights, weekends, holidays, and extended shifts.

Equal Employment Opportunity Statement

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.