Customer Service Operator
Posted on: January 15, 2022
7264 - Fresno - 7180 N Palm Ave, Fresno, California, 93650
CarMax, the way your career should be!
Under general supervision, deliver exceptional customer service by
supporting the Service Department by assisting customers on the
phone and in person before, during and after service/repair
Principle Duties and Responsibilities:
Answer all incoming service calls in a prompt and friendly manner,
displaying appropriate tone of voice and empathy throughout the
entire customer interaction.
Assist Customer Advisors/Service Consultants with customers when
Answer basic service department questions, schedule service
appointments, route customers' calls.
Provide written messages to the responsible party in a timely
Complete reminder calls for customers scheduled for an
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
Accountable to Associate 1 Competency Model
Demonstrate exceptional interpersonal, communication, and customer
Demonstrate exceptional telephone etiquette and active listening
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
Read, interpret and transcribe data in order to maintain proper
Intermediate computer skills including spreadsheet knowledge.
Customer Operator Job Description
Successfully work with associates in other departments within the
Perform multiple duties in a high-energy, fast-paced working
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
Possess intermediate computer skills
Primarily indoor environment; may include working at times in noisy
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
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.
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's 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
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
Upon an applicant's request, CarMax will consider reasonable
accommodation to complete the CarMax Job Application.
Keywords: CarMax, Fresno , Customer Service Operator, Hospitality & Tourism , Fresno, California
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