Service Advisor

Job Description

Service Advisor | CarMax

The Tone:
This is a full-time role at CarMax, located in Columbus, OH. CarMax has transformed the auto industry by offering customers an honest, transparent, and high-integrity car buying and selling experience, establishing itself as the nation’s largest retailer of used cars. As a Service Advisor, you are essential in upholding this reputation by ensuring customers receive exceptional service throughout their vehicle’s repair and maintenance process. You act as the primary point of contact, ensuring clear communication and customer satisfaction.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Columbus, OH (In-person)

• Mission: Serve as the primary liaison between CarMax customers and service technicians or mechanical associates, ensuring exceptional customer service before, during, and after vehicle service and repair.

What You’ll Actually Do
• Customer Greeting & Empathy: Greet all service customers in a friendly manner, consistently conveying exceptional customer service skills and empathy throughout the entire customer interaction.
• Concern Documentation & Communication: Accurately interview customers to document their vehicle concerns, then establish specific call times to update them on their vehicle’s status and consistently meet those commitments, which may require multiple daily calls.
• Repair Order Management: Create repair orders and efficiently route work to the appropriate retail technicians or mechanical associates.
• Consultation & Approval: Obtain accurate estimates and approvals for Extended Service Policy (ESP) claims, and then consult with customers regarding needed repairs, clearly explaining all recommendations, repairs, and maintenance performed to ensure full understanding.
• Financial Processing & Workload Balancing: Review, close, and invoice repair orders for accuracy of all labor, parts, and sublet documentation for billing; collect service payments and manage cash. This role also requires balancing a busy workload and properly dispatching work.

The Must-Haves
• Background: Ability to deliver exceptional customer service by acting as a liaison between customers and retail technicians or mechanical associates in a vehicle service environment.
• Experience: Demonstrated experience in a role requiring consistent execution of customer service standards, balancing a busy workload, and performing multiple duties effectively.
• Skills:
• Exceptional interpersonal, communication, customer service, telephone etiquette, and active listening abilities.
• Intermediate computer skills, including spreadsheet knowledge, and the capacity to read, interpret, and transcribe data for accurate record keeping.
• Proven ability to perform multiple duties, balance a busy workload, and work effectively in a high-energy, fast-paced environment while collaborating with other departments.