SR Coordinator, Customer Relations

CarMax•Richmond, VA

8d•Onsite

About The Position

As a Sr. Coordinator, Customer Relations, you will be the ultimate advocate for CarMax customers, ensuring every interaction reflects our commitment to integrity and excellence. In this role, you’ll manage escalated customer concerns, including high-risk and executive-level cases, while partnering with cross-functional teams such as Legal, Public Relations, Risk, and Accounting. You’ll exercise independent judgment to deliver innovative solutions, mentor peers, and lead through CarMax’s Iconic Issue Resolution strategy. This position requires exceptional communication skills and the ability to influence outcomes that protect our brand and create iconic customer experiences. 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. 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

Demonstrated alignment with CarMax values: Do the Right Thing, Put People First, Win Together, Go for Greatness.
2+ years of customer service experience, preferably in a customer-centric environment.
Ability to work a flexible schedule, including nights
Proven ability to mentor, motivate, and influence others toward positive outcomes.
Excellent written and verbal communication skills for complex messaging across diverse audiences.

Responsibilities

Support customers across the end-to-end journey and post-purchase experience
Deliver exceptional customer service through phone, social media, and written communication.
Thrive in a fast-paced environment and maintain high energy while supporting frequent customer interactions, including robust volume of inbound and outbound inquiries
Exercise independent judgment and leverage the CarMax Iconic Issue Resolution strategy to solve preliminary concerns
Successfully utilize de-escalation techniques to appropriately assist customers experiencing a variety of potential scenarios with varying degrees of urgency
Effectively identify and progress issues which require escalation to internal resolution teams, including high-risk and executive-level concerns
Collaborate across departments to ensure seamless resolutions and uphold CarMax quality standards.
Navigate and utilize all available tools and resources to provide accurate information to internal and external customers
Maintain compliant case documentation with detailed notes and next-step recommendations.
Mentor and guide associates, influencing creative solutions for complex customer situations.
Provide on-call support for urgent customer activity, including social media engagement.