Coordinator, Customer Relations

CarMax • Nampa, ID

17d • Onsite

About The Position

CarMax, the way your career should be! Position Overview The Customer Relations Coordinator I provides coverage for the general inquiry and customer service lines for the CarMax Home Office. They answer incoming calls for the corporate headquarters, respond to general inquiries, and transfer calls appropriately. Calls may originate from customers, vendors, CarMax associates, and the general public. The Coordinator I role may organize, distribute, and respond to work assignments within the department, such as letters, emails, and online reviews. They may support Customer Relations onboarding by assisting new-hires and executing Day One activities. They identify opportunities to improve processes and quality to benefit the customer, stores, and partners, and work with their manager to implement approved changes. 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 it’s our associates that help us do just that. We believe work should feel meaningful and rewarding, with opportunities to make an impact every day. This is where innovation meets passion – be inspired and supported to take us to the future. Team Overview: This role is part of the Customer Relations team, which is dedicated to delivering an unrivaled customer experience and supporting CarMax’s commitment to exceptional service. The team works collaboratively to resolve inquiries, identify customer experience gaps, and contribute to projects and initiatives that enhance overall satisfaction.

Requirements

• At least 6 months Customer Service experience, or equivalent work experience.
• Excellent listening skills and the ability to respond in an empathetic manner when working with customers, vendors, third parties, and CarMax stores.
• Excellent written and verbal communication and customer service skills.
• Ability to build relationships across internal teams and business partners.
• Ability to thrive in a fast-paced environment while keeping focus on the customer.
• Seeks win-win solutions to customer issues; partners with others to best serve callers.
• Detail-oriented, dependable, ability to multitask and meet changing deadlines.
• Ability to leverage business knowledge when connecting callers to the correct department.
• Demonstrate strong team behaviors including integrity, respect, inclusion, fairness, and fun.
• Must be flexible, adapt to change.
• Knowledge of Microsoft Office (Excel, PowerPoint, Word, Outlook).
• Ability to complete required training of CarMax computer systems and programs.
• Ability to use a multi-line phone system.
• Ability to meet and adhere to CarMax policies, including but not limited to Attendance Policy, Flexible Work Policy, and Acceptable Use Policy.

Responsibilities

• Provide an unrivaled customer experience to assist callers that are in need of general assistance, or politely route calls to the appropriate party as needed.
• Provide exceptional Customer Service in a positive, professional manner to best represent the CarMax brand.
• Organize, distribute, and/or respond to assigned emails, review sites, letters, and other general inquiry contacts.
• Identify customer experience gaps and cascade to department leadership to improve overall customer experience.
• Attend miscellaneous meetings, special assignments, and contribute to department projects or initiatives.
• Support the business as needed during operational hours.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees