Service Consultant

Overview

Join to apply for the Service Consultant role at Car Max
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7103 - Town center - 1215 Ernest W Barrett Pkwy NW, Kennesaw, Georgia, 30144

Car Max disrupts the auto industry by delivering an honest, transparent and high-integrity experience that customers want and deserve.

• Meet and greet all service customers in a friendly manner, conveying exceptional customer service skills and empathy throughout the interaction.
• 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 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 for 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.

• Demonstrate exceptional interpersonal, communication, and customer service skills.
• Demonstrate exceptional telephone etiquette and active listening skills.
• Provide exceptional customer service by executing the Retail Service Standardized Work and Voice of Customer (VoC) processes.
• Meet or exceed Car Max guidelines for customer satisfaction.
• Read, interpret and transcribe data 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 environment.
• Demonstrate above-average communication skills with the ability to speak and listen effectively in person and over the phone.
• Stay current in Car Max-provided training in all areas of the Service process.

• Combination of both office and outdoor environment; may include working 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, holidays, and 12-hour days.
• Follow all Car Max, OSHA, and EPA standards including the use of Personal Protective Equipment and proper waste disposal.
• Adhere to all Car Max policies including Code of Business Conduct, Attendance, Asset Protection, Integrity, Time Recording, Environmental Health and Safety, and Standards of Professional Appearance.

Car Max disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This thinking around how cars are bought and sold has helped us become the nation’s largest retailer of used cars, with over 200 locations nationwide. We are recognized for our commitment to training and diversity and are one of the Fortune 100 Best Companies to Work For®.

Car Max 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, Car Max will consider reasonable accommodation to complete the Car Max Job Application.