Service Operator

CarMax Business Services; Sterling (VA); On-site; USD 24,796 - 39,950; Full time

Benefits offered by this job

Paid sick time

Vacation time

Holiday pay

Job summary

CarMax is seeking a Service Operator in Sterling, VA to be the friendly, knowledgeable contact for customers and teammates. You will handle in-person and phone inquiries, schedule service appointments, and support service processes before, during, and after repairs to keep operations running smoothly.

Responsibilities include timely communication, coordinating repairs, and ensuring compliance with CarMax guidelines and EH&S requirements.

Qualifications

• Strong interpersonal and communication skills with proven ability to deliver outstanding customer service.
• Excellent telephone etiquette and active listening abilities for positive 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.
• Capacity to thrive in a fast-paced environment and collaborate with cross-functional teams.
• Flexibility to work varied shifts, including nights, weekends, and holidays.

Responsibilities

• Respond promptly and professionally to all incoming service calls 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 and inquiries accurately.
• Deliver timely written messages to team members for follow-up.
• Coordinate repair appointments, reminders, and contact customers when parts arrive.
• Audit sublet invoices, loaner logs, and dealer tags per CarMax guidelines.
• Follow EH&S requirements and maintain a clean, orderly work area.

Skills

Interpersonal skills

Telephone etiquette

Customer service

Data entry

Computer skills

Multitasking

Cross-functional collaboration

Shift flexibility

Tools

Spreadsheets

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

Compensation

$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.

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.