Service Operator - Customer Experience Specialist

CarMax; Laurel (CA); On-site; USD 25,000 - 40,000; Full time

Benefits offered by this job

Paid sick leave

Paid vacation days

Holiday pay

Job summary

CarMax is hiring a Service Operator to deliver excellent customer service and support service operations in the Laurel store. You will assist customers in person and by phone, schedule service appointments, and coordinate repair processes to keep work flowing smoothly.

This role requires outstanding communication, multitasking across teams, and the ability to work nights, weekends, and holidays. You will follow EH&S guidelines and contribute to a clean, compliant work environment at CarMax.

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.

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.

Skills

Customer service

Telephone etiquette

Service processes

Data entry

Multitasking

Shift flexibility

Tools

Spreadsheets

Job description

CarMax is hiring a Service Operator to deliver excellent customer service and support service operations in the Laurel store. You will assist customers in person and by phone, schedule service appointments, and coordinate repair processes to keep work flowing smoothly.

This role requires outstanding communication, multitasking across teams, and the ability to work nights, weekends, and holidays. You will follow EH&S guidelines and contribute to a clean, compliant work environment at CarMax.