Service Consultant

About This Role

Deliver exceptional customer service by acting as a liaison between the customer and service technicians/mechanical associates. This role involves managing the service/repair processes from start to finish, including customer communication, repair order creation, and payment collection.

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 the status of their vehicle and consistently meet those 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.

Requirements

• Exceptional interpersonal, communication, and customer service skills
• Exceptional telephone etiquette and active listening skills
• Ability to read, interpret and transcribe data for accurate record maintenance
• Intermediate computer skills, including spreadsheet knowledge
• Ability to perform multiple duties in a high-energy, fast-paced working environment
• Ability to balance a busy workload and properly dispatch work
• Ability to stay current in CarMax provided training in all areas of the Service process

Skills

* Required skills