What are the responsibilities and job description for the Customer Advisor position at CarMax Auto Superstores, Inc.?
Position Overview
As a Customer Advisor at CarMax, you will play a vital role in delivering an exceptional customer experience. Acting as the primary liaison between customers and our skilled technicians, you’ll ensure transparency and trust throughout the service and repair process. This position is perfect for individuals who thrive in a fast-paced, customer-focused environment and want to grow their career with a Fortune 100 Best Company to Work For®.
Why CarMax?
At CarMax, we are the nation’s largest retailer of used cars with stores from coast to coast, 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
- Deliver outstanding customer service by greeting all service customers warmly and professionally.
- Manage service communications by assisting with incoming calls and providing timely updates on vehicle status.
- Create and process repair orders accurately, ensuring proper routing to technicians, and review and finalize repair documentation for accuracy before invoicing
- Consult with customers on recommended repairs and obtain approvals for Extended Service Policy (ESP) claims.
- Handle service payments and cash management with precision and integrity.
- Balance multiple priorities in a high-energy environment while ensuring customer concerns are resolved promptly.
- Follow CarMax Environmental, Health and Safety (EH&S) requirements and maintain a clean and orderly work area.
Required Qualifications
- Exceptional communication and interpersonal skills, both in person and over the phone.
- Strong customer service focus, consistently providing an iconic customer experience.
- Ability to read, interpret, and maintain accurate records using intermediate computer skills.
- Collaborative mindset to work effectively across departments.
- Comfortable performing multiple tasks in a fast-paced, dynamic setting.
- Ability to stand or walk for extended periods and work flexible shifts, including nights, weekends, and holidays.
- Commitment to safety standards and compliance, including proper use of PPE and adherence to CarMax policies.
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.
Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.