Service Operator

CarMax; Sterling (VA); On-site; USD 52,150,425 - 83,956,454; Full time

Benefits offered by this job

Sick time

Vacation time

Holiday pay

Job summary

CarMax in Sterling, VA seeks a Service Operator to deliver exceptional customer service and keep the Service Department running smoothly. You will assist customers in person and by phone, support service processes, and act as the friendly, knowledgeable contact across repairs and scheduling.

You will support Service Consultants and Customer Advisors, schedule appointments, and relay messages for follow-up while auditing paperwork and maintaining EH&S standards.

Qualifications

• Demonstrated ability to deliver outstanding customer service.
• Strong telephone etiquette and active listening skills.
• Ability to follow standardized service processes and maintain high satisfaction.
• Proficient data entry with basic spreadsheet skills.
• Thrives in fast-paced environments and collaborates cross-functionally.
• Willingness to work varied shifts, including nights, weekends, and holidays.

Responsibilities

• Respond promptly and professionally to all incoming service calls, showing empathy and a customer-first mindset.
• Assist Service Consultants and Customer Advisors with customer interactions to ensure seamless service experiences.
• Schedule service appointments and route calls and inquiries accurately.
• Deliver timely written messages to the appropriate team members for follow-up.
• Manage repair requests by coordinating and scheduling appointments and calling about special-order parts arrivals.
• Audit sublet invoices, loaner logs, and dealer tags for compliance with CarMax guidelines.
• Follow CarMax EH&S requirements and maintain a clean, orderly work area.

Skills

Customer service

Phone etiquette

Process adherence

Data entry

Spreadsheets

Multitasking

Team collaboration

Flexible shifts

Job description

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.

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

Hourly Rate

$18.20 - $29.30

Benefits

• 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.

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.