Customer Relations - Coordinator II

Role Responsibilities

- 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 in and outbound calls - Lead the Iconic Issue Resolution process by building genuine connections and understanding customer needs. - Act as a trusted brand ambassador, navigating escalated concerns to restore confidence and loyalty. - Collaborate across departments to ensure seamless resolutions and uphold CarMax quality standards. - Maintain accurate 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.

Required Qualifications

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

About CarMax

At CarMax, we revolutionized the used car buying experience over 30 years ago by introducing transparency and integrity into the process. Our commitment to customer experience, innovation, and community has made us the nation’s largest used car retailer. With over 250 store locations and over 30,000 associates, we are proud to have been recognized as one of the Fortune 100 Best Companies to Work For® and are committed to helping our communities thrive.

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 commission/incentive 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. Associates considered full-time salaried are entitled to paid time away with no specified limit as needed for sick, vacation, bereavement, jury duty, holidays, floating holiday, etc. subject to manager approval. For more details about benefits, please visit our CarMax Benefits website.