Service Operator

CarMax Business Services; 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

7118 - Laurel - 8800 Freestate Dr, Laurel, Maryland, 20723

CarMax, the way your career should be!

Position Overview

As a Service Operator, you will play a vital role in delivering exceptional customer service and ensuring smooth operations within our Service Department. From assisting customers in person and over the phone to supporting service processes before, during, and after repairs, you’ll be the friendly, knowledgeable point of contact that keeps everything running efficiently. This is your opportunity to join a best-in-class team at CarMax, where innovation, integrity, and putting people first are at the heart of everything we do.

Why CarMax

At CarMax, we are the nation’s largest retailer of used cars with stores from coast to coast, and we are still growing. We’re rethinking the way people buy cars – and our associates help us do just that. We believe work should feel meaningful and rewarding, with opportunities to make an impact every day. Whether you’re advancing your career or growing your skillset, we are here to drive you forward.

Role 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.

Required Qualifications

• Strong interpersonal and communication skills, with proven ability to deliver outstanding customer service
• Exceptional telephone etiquette and active listening abilities to ensure 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
• Capability to thrive in a fast-paced environment, multitasking effectively while collaborating with cross-functional teams
• Flexibility to work varied shifts, including nights, weekends, and holidays, while maintaining professional appearance and integrity

About CarMax

At CarMax, we revolutionized the used car buying experience over 30 years ago by introducing transparency and integrity into the process. Our commitment to customer experience, innovation, and community has made us the nation’s largest used car retailer. With over 250 store locations and over 30,000 associates, we are proud to have been recognized as one of the Fortune 100 Best Companies to Work For and are committed to helping our communities thrive.

As an associate, you are part of an innovative movement to empower the modern customer and drive progress. Your work fuels change—sparking ideas, overcoming challenges, and shaping what’s next. Join us in creating a better future- for our company, our customers, and the communities we call home.

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.

The hourly rate for this position is:

$18.20 - $29.30

Benefits:

Except as otherwise required by state law, CarMax Associates are entitled to the following paid sick, vacation, and holiday time.

Associates that are considered full-time hourly or commission/incentive eligible:

• To earn up to 48 hours of sick time per year accrued on a per pay period basis and between 80 hours and 200 hours per year of vacation time after a 90 day waiting period depending on years of continuous service with the Company.
• For 8 hours of pay for each of a total of 6 paid scheduled holidays per year plus 1 floating holiday. If such an Associate does work on a scheduled holiday due to business need, they are eligible for Holiday Premium Pay.

Associates considered full-time salaried are entitled to paid time away with no specified limit as needed for sick, vacation, bereavement, jury duty, holidays, floating holiday, etc. subject to manager approval.

For more details about benefits, please visit our CarMax Benefits website.

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