SR Coordinator, Customer Relations
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.
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.
Benefits
- Paid sick time
- Paid vacation time
- Paid holiday time
- Holiday Premium Pay
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
