Automotive Service Consultant
Company: CarMax
Location: San Diego
Posted on: April 10, 2021
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Job Description:
7653 - Kearny Mesa - 7766 Balboa Ave, San Diego, California,
92111CarMax, 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: --- 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. Job Specifications:
Work requires ability to:--- Demonstrate exceptional interpersonal,
communication, and customer service skills. --- Demonstrate
exceptional telephone etiquette and active listening skills. ---
Provide exceptional customer service at all times by consistently
executing the Retail Service Standardized Work and Voice of
Customer (VoC) processes.--- Meet or exceed CarMax guidelines for
customer satisfaction. --- Read, interpret and transcribe data in
order to maintain accurate 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. Working Conditions: --- Combination of both office and
outdoor environment; may include working at times in noisy and/or
inclement weather conditions.--- Requires walking 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.--- 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'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 For--. 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.
Keywords: CarMax, San Diego , Automotive Service Consultant, Professions , San Diego, California
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