Service Consultant/Customer Advisor

CarMax, the way your career should be!

Position Overview

As a Service Consultant, you will be the trusted link between customers and our skilled technicians, ensuring every interaction reflects CarMax’s commitment to honesty, transparency, and exceptional service. In this dynamic role, you’ll guide customers through the service and repair process-before, during, and after-delivering clear communication and personalized support. Your ability to balance technical details with a customer-first approach will make every experience seamless and rewarding.

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

• Welcome and engage customers with professionalism and empathy, ensuring a positive service experience from start to finish
• Accurately document customer concerns and create detailed repair orders for technicians and provide timely updates on vehicle status, meeting all communication commitments
• Consult with customers on recommended repairs and explain service details clearly
• Review completed work for accuracy and prepare invoices for billing
• Process service payments and manage cash transactions responsibly
• Coordinate workflow efficiently to maintain productivity in a fast-paced environment
• 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
• Proficiency in telephone etiquette and active listening techniques
• Ability to interpret and record data accurately while using intermediate computer skills
• Comfort working collaboratively across departments in a high-energy environment
• Flexibility to work varied shifts, including nights, weekends, and holidays
• Commitment to standards and adherence to CarMax policies and procedures
• Capability to stand or walk for extended periods and work in both indoor and outdoor conditions

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:

Commissions:

This position is eligible for commission.

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 commissioned are 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.