Service Consultant

About This Role

Deliver exceptional customer service by serving as a liaison between the customer and technicians for vehicle service and repair processes. Responsibilities include greeting customers, documenting concerns, providing status updates, and consulting on needed repairs to ensure customer understanding and satisfaction.

Responsibilities

• Meet and greet all service customers in a friendly manner, conveying exceptional customer service skills and empathy
• Assist Service/Customer Operators with incoming service calls when needed
• Accurately interview and document customer concerns
• Establish specific call times with each customer to update them on vehicle status and consistently meet commitments
• 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
• Collect service payments and manage 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

Requirements

• Exceptional interpersonal, communication, and customer service skills
• Exceptional telephone etiquette and active listening skills
• Ability to read, interpret and transcribe data to maintain accurate records
• Intermediate computer skills, including spreadsheet knowledge
• Ability to work effectively with associates in other departments
• Ability to perform multiple duties in a high-energy, fast-paced working environment
• Ability to speak and listen effectively when dealing with customers/associates, both in person and over the phone
• Ability to stay current in CarMax provided training in all areas of the Service process

Skills

* Required skills