7192 - Charleston - 712 Savage Rd, Charleston, South Carolina, 29414
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.

• Meet and greet all service customers in a friendly manner conveying exceptional customer service skills and empathy throughout the entire customer interaction.
• Assist Service/Customer Operators with incoming service calls when needed.
• Accurately interview and document customer concerns.
• 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).
• Create repair orders, and route work to technicians or mechanical associates.
• Obtain accurate estimates and approvals for Extended Service Policy (ESP) claims.
• Consult with customers regarding needed repairs.
• Review repair orders for work performed and accuracy of all labor, parts and sublet documentation for billing. .
• Close and invoice repair orders.
• Clearly explain and communicate all recommendations/repairs/service/maintenance performed to ensure customer understanding.
• Collects service payments and manages cash including receiving and counting money.
  Balance a busy workload and properly dispatch work to the appropriate technician/mechanical associate. Ensure all customer concerns are addressed and resolved in a timely manner.