Service/Customer Operator

Under general supervision, deliver exceptional customer service by supporting the ServiceDepartment by assisting customers onthe phone and in person before, duringand afterservice/repair processes.

Principle Duties andResponsibilities:

  • Answer all incoming service calls in a prompt and friendly manner, displaying appropriate tone of voice and empathy throughout the entire customerinteraction.
  • Assist Customer Advisors/Service Consultants with customers when needed.
  • Answer basic service department questions, schedule service appointments, route customers’ calls.
  • Provide written messages to the responsible party in a timely manner.
  • Complete reminder calls for customers scheduled for an appointment
  • Assist the service department in contacting customers once special ordered parts have arrived to schedule appointments
  • Contact customers with Repair Requests to schedule appointments
  • File repair orders and all supporting documentation daily.
  • Audit all sublet invoices to ensure they are processed and resolved per CarMax Guidelines.
  • Ensure the loaner log and dealer tags are always in compliance with audit requirements.

Job Specifications:

  • Accountable to Associate 1 Competency Model
  • Demonstrate exceptional interpersonal, communication, and customer service skills.
  • Demonstrate exceptional telephone etiquette and active listening skills.
  • Execute Retail Service Standardized Work
  • Provide exceptional customer service at all times by consistently executing the Retail Service Standardized Work and Voice of Customer (VoC) processes.
  • Maintain or exceed the CarMax guidelines for customer satisfaction.
  • Read, interpret and transcribe data in order to maintain proper records.
  • Intermediate computer skills including spreadsheet knowledge.
  • Successfully work with associates in other departments within the store.
  • Perform multiple duties in a high-energy, fast-paced working environment.
  • Demonstrate above average communication skills with the ability to speak and listen effectively when dealing with customers/associates, both in person and over the phone.
  • Stay current in CarMax provided training in all areas of the Service process.
  • Possess intermediate computer skills


  • Primarily indoor environment; may include working at times in noisy conditions.
  • May require sitting or standing for extended periods of time.
  • Flexible work hours with shifts that may include nights, weekends, holiday, and 12-hour days.
  • Follow all CarMax, O.S.H.A., and EPA standards including the use of Personal Protective Equipment, and proper waste disposal in required areas.

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