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Full-time
Posted 39d ago
~40 hrs/week
Responsibilities
The Service Operator manages incoming service calls, schedules appointments, and supports the Service Department to ensure a seamless guest experience. They are also responsible for auditing invoices, monitoring loaner logs, and maintaining accurate repair documentation.
Requirements
Candidates must possess strong communication skills, intermediate computer proficiency, and the ability to work in a fast-paced environment. Flexible availability for nights, weekends, and holidays is required.
As a Customer Operator at CarMax, you will play a vital role in delivering exceptional customer service and ensuring a seamless experience for every guest. You’ll support our Service Department by assisting customers both in person and over the phone—before, during, and after the service or repair process. This position is ideal for individuals who thrive in a fast-paced, customer-focused environment and want to be part of a team that values integrity, innovation, and putting people first.
Why CarMax?
At CarMax, we are the nation’s largest retailer of used cars with stores from coast to coast, and we are still growing. We’re rethinking the way people buy cars – and our associates help us do just that. We believe work should feel meaningful and rewarding, with opportunities to make an impact every day. Whether you’re advancing your career or growing your skillset, we are here to drive you forward.
Role Responsibilities
Answer incoming service calls promptly and professionally, using a friendly tone and empathy throughout the interaction.
Assist Service Consultants and Customer Advisors to ensure smooth customer experiences and accurate information sharing.
Schedule service appointments and route calls while providing clear and helpful responses to customer inquiries.
Perform reminder calls for upcoming appointments and follow up when special-order parts arrive.
Contact customers with repair requests to efficiently schedule appointments and maintain accurate records and documentation, including filing repair orders daily.
Audit sublet invoices and monitor loaner logs to ensure compliance with CarMax guidelines and audit requirements.
Follow CarMax Environmental, Health and Safety (EH&S) requirements and maintain a clean and orderly work area.
Required Qualifications
Strong interpersonal and communication skills with proven ability to deliver outstanding customer service.
Exceptional telephone etiquette and active listening skills to build trust and rapport with customers.
Ability to execute standardized service processes and maintain high customer satisfaction scores.
Intermediate computer skills, including spreadsheet knowledge and familiarity with service systems.
Ability to collaborate across departments and perform multiple tasks in a high-energy, fast-paced environment.
Flexible availability, including nights, weekends, holidays, and extended shifts.
About CarMax
At CarMax, we revolutionized the used car buying experience over 30 years ago by introducing transparency and integrity into the process. Our commitment to customer experience, innovation, and community has made us the nation’s largest used car retailer. With over 250 store locations and over 30,000 associates, we are proud to have been recognized as one of the Fortune 100 Best Companies to Work For® and are committed to helping our communities thrive.
As an associate, you are part of an innovative movement to empower the modern customer and drive progress. Your work fuels change—sparking ideas, overcoming challenges, and shaping what’s next. Join us in creating a better future– for our company, our customers, and the communities we call home.
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.
The hourly rate for this position is:
$18.90 - $18.90
Benefits:
Except as otherwise required by state law, CarMax Associates are entitled to the following paid sick, vacation, and holiday time.
Associates that are considered full-time hourly or commission/incentive eligible:
To earn up to 48 hours of sick time per year accrued on a per pay period basis and between 80 hours and 200 hours per year of vacation time after a 90 day waiting period depending on years of continuous service with the Company.
For 8 hours of pay for each of a total of 6 paid scheduled holidays per year plus 1 floating holiday. If such an Associate does work on a scheduled holiday due to business need, they are eligible for Holiday Premium Pay.
Associates considered full-time salaried are entitled to paid time away with no specified limit as needed for sick, vacation, bereavement, jury duty, holidays, floating holiday, etc. subject to manager approval.
For more details about benefits, please visit our CarMax Benefits website.
Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.
Related keywords
Customer ServiceService DepartmentAppointment SchedulingRepair OrdersSublet InvoicesLoaner LogsEH&SAutomotive RetailCustomer SatisfactionAdministrative Support
We're fueled by a common goal: creating an iconic car-buying experience. We make car-buying fair, accessible, and joyful for all. We are committed to making progress in how we positively impact our society, now and in the future. Above all, we care about people. We are committed to putting people first, including our associates, customers, and communities. Spark positive change alongside us.
Here’s your chance to leave a mark. Find the purpose, tools, and resources to go for greatness with teammates by your side. We offer benefits and resources to help make your best life happen. Professional growth and limitless opportunities await. There's no better place to be.
Offices: 12800 Tuckahoe Creek Parkway, Richmond, Virginia 23238, US
Retail and Used CarsFinanceOnline PortalsMarketplaceRetailAutomotiveFinancial Services