Job Description

7191 - Tulsa - 9131 S Memorial Dr, Tulsa, Oklahoma, 74133

CarMax, the way your career should be!

General Summary:

Under general supervision, deliver exceptional customer service by acting as a liaison between the customer and retail technician (Traditional), or mechanical associate (Flow) on the phone before, during, and after the service/repair processes.

Principle Duties and Responsibilities:

\xe2\x99\xa6 Meet and greet all service customers in a friendly manner conveying exceptional customer service skills and empathy throughout the entire customer interaction.

\xe2\x99\xa6 Assist Service/Customer Operators with incoming service calls when needed.

\xe2\x99\xa6 Accurately interview and document customer concerns.

\xe2\x99\xa6 Establish specific call time with each customer to update them on the status of their vehicle and consistently meet those call time commitments, (This may require multiple calls to the same customer each day).

\xe2\x99\xa6 Create repair orders, and route work to technicians or mechanical associates.

\xe2\x99\xa6 Obtain accurate estimates and approvals for Extended Service Policy (ESP) claims.

\xe2\x99\xa6 Consult with customers regarding needed repairs.

\xe2\x99\xa6 Review repair orders for work performed and accuracy of all labor, parts and sublet documentation for billing. .

\xe2\x99\xa6 Close and invoice repair orders.

\xe2\x99\xa6 Clearly explain and communicate all recommendations/repairs/service/maintenance performed to ensure customer understanding.

\xe2\x99\xa6 Collects service payments and manages cash including receiving and counting money.

\xe2\x99\xa6 Balance a busy workload and properly dispatch work to the appropriate technician/mechanical associate. \xe2\x99\xa6 Ensure all customer concerns are addressed and resolved in a timely manner.

Job Specifications:

Work requires ability to:

\xe2\x99\xa6 Demonstrate exceptional interpersonal, communication, and customer service skills.

\xe2\x99\xa6 Demonstrate exceptional telephone etiquette and active listening skills.

\xe2\x99\xa6 Provide exceptional customer service at all times by consistently executing the Retail Service Standardized Work and Voice of Customer (VoC) processes.

\xe2\x99\xa6 Meet or exceed CarMax guidelines for customer satisfaction.

\xe2\x99\xa6 Read, interpret and transcribe data in order to maintain accurate records.

\xe2\x99\xa6 Intermediate computer skills, including spreadsheet knowledge.

\xe2\x99\xa6 Successfully work with associates in other departments within the store.

\xe2\x99\xa6 Perform multiple duties in a high-energy, fast-paced working environment.

\xe2\x99\xa6 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.

\xe2\x99\xa6 Stay current in CarMax provided training in all areas of the Service process.

Working Conditions:

\xe2\x99\xa6 Combination of both office and outdoor environment; may include working at times in noisy and/or inclement weather conditions.

\xe2\x99\xa6 Requires walking or standing for extended periods of time.

\xe2\x99\xa6 Flexible work hours with shifts that may include nights, weekends, holiday, and 12-hour days.

\xe2\x99\xa6 Follow all CarMax, O.S.H.A., and EPA standards including the use of Personal Protective Equipment, and proper waste disposal in required areas.

\xe2\x99\xa6 Adhere to all CarMax policies including, but not limited to: Code of Business Conduct, Attendance, Asset Protection, Integrity, Proper Recording of Time, Environmental Health and Safety, and Standards of Professional Appearance policies

About CarMax

CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation\xe2\x80\x99s largest retailer of used cars, with over 200 locations nationwide.

Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For\xc2\xae.

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.

Upon an applicant\'s request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.

CarMax