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.