Service Operator

CARMAX INC; Louisville (KY); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading company in the automotive service sector is seeking a Service Operator to deliver exceptional customer service. The role involves assisting customers before, during, and after service processes, ensuring satisfaction through effective communication and support. Ideal candidates will thrive in a fast-paced environment and possess strong interpersonal skills.

Qualifications

• Demonstrate exceptional interpersonal, communication, and customer service skills.
• Possess intermediate computer skills, including spreadsheet knowledge.

Responsibilities

• Answer all incoming service calls promptly and friendly.
• Assist Customer Advisors with customers when needed.
• File repair orders and supporting documentation daily.

Skills

Customer Service

Communication

Interpersonal Skills

Telephone Etiquette

Active Listening

Tools

Spreadsheet

Job description

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Location: 7174 - Louisville - 9550 Bluegrass Pkwy, Louisville, Kentucky, 40299

General Summary

Under general supervision, deliver exceptional customer service by supporting the Service Department, assisting customers on the phone and in person before, during, and after service/repair processes.

Principle Duties And Responsibilities

1. Answer all incoming service calls promptly and friendly, displaying appropriate tone and empathy.
2. Assist Customer Advisors/Service Consultants with customers when needed.
3. Answer basic service questions, schedule appointments, route calls, and provide written messages.
4. Complete reminder calls for scheduled customers.
5. Contact customers for appointment scheduling once parts arrive or for repair requests.
6. File repair orders and supporting documentation daily.
7. Audit sublet invoices and ensure compliance with CarMax guidelines.

Job Specifications

• Demonstrate exceptional interpersonal, communication, and customer service skills.
• Exhibit excellent telephone etiquette and active listening skills.
• Execute Retail Service Standardized Work and maintain customer satisfaction.
• Interpret data and maintain records accurately.
• Possess intermediate computer skills, including spreadsheet knowledge.

Service Operator Job Description

• Collaborate effectively with other departments.
• Perform multiple duties in a high-energy, fast-paced environment.
• Communicate effectively with customers and associates.
• Stay current with CarMax training in all Service process areas.
• Maintain intermediate computer skills.

Working Conditions

• Primarily indoor; may include noisy environments.
• Sitting or standing for extended periods.
• Flexible shifts, including nights, weekends, holidays, and 12-hour days.
• Follow all safety, OSHA, and EPA standards, including PPE and waste disposal.
• Adhere to all CarMax policies on conduct, attendance, asset protection, and safety.

Disclaimer and Approvals

This description reflects the general nature of the work. Responsibilities may vary and be amended at CarMax's discretion. This document is approved by management and HR and cannot be modified without written consent. CarMax is an Equal Opportunity Employer and complies with all anti-discrimination laws. Employment is at-will, and this job description is not a contract.

Applicants can request reasonable accommodations to complete the application process.