Service Consultant

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

The hourly rate for this position is:

$15.20 - $27.20
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.