CarMax, the way your career should be!

ABOUT THIS JOB

The Customer Relations Analyst is responsible for being the number one advocate for our customers in our response and resolution to escalated customer contacts and all contact types that Customer Relations supports. This includes high-risk brand impacting concerns and executive response contacts.

The CR Analyst completes research & partnership with Home Office teams and store management teams in the resolution of customer concerns, including such Home Office teams as: Executive Offices, Legal, Public Relations, Operational Teams, Risk, Asset Protection, Brand and Accounting.

With minimal guidance, the position analyzes, executes, and lead through the appropriate Iconic Issue Resolution strategy. This position has a responsibility to show customers that you care while maintaining a commitment to CarMax’s quality standards for iconic customer service. This position also is expected to seamlessly collaborate with CarMax store locations efficiently while keeping customer time expectations top of mind. Associates in this position will formulate, affect, interpret, and/or implement empowerment practices to determine the best course of action with respect to Customer Relations strategies with a high-level of influence. In addition, the position requires in-depth communication of sensitive, complex information, both written and verbal, with key stakeholders. This associate must be a strong courageous leader with an open mind and a demonstrated ability to lead, influence, and mentor fellow associates and partners.

ESSENTIAL RESPONSIBILITIES

• Deliver exceptional customer service to CarMax customers with general inquiries and escalated complaints when using telephone, social media and written documentation.
• Perform Iconic Issue Resolution responsibilities including but not limited to initiating customer contact via telephone, social media, and writing; completing system research and partnerships to determine the best resolution for the customer and brand and actively assisting customers with an existing concern.
• Respond to and resolve complex, sensitive, and escalated customer contacts across various communication channels
• Serve as a customer advocate and brand ambassador on behalf of CarMax executives with the goal of creating iconic customer experiences
• Research concerns and proactively partner with CarMax Field Management to recommend and align on the right customer resolution that meets CarMax quality expectations.
• Guide customers with a recommendation that meets their needs by making a connection, showing you care and prioritizing getting it right for the customer and CarMax
• Proactively partner with Executive leaders , Legal, Public Relations, Brand, Accounting to address customer situations where appropriate
• Provide an unrivaled customer service experience and seamless communication between Customer Relations, CarMax Home Office and CarMax store locations.
• Create, progress and resolve customer service cases with detailed notes and recommendations on next steps
• Review and analyze all cases and associate performance dashboards for root cause issues and immediate action required to deliver iconic customer experience
• Serve as a mentor to develop others by providing guidance on resolution to day-to-day question and influencing resolutions to difficult customer situations
• Understand and adhere to company policies and procedures
• On call as needed for ad-hoc, event-based support, to respond to positive & negative Customer activity on social media or any other contact type.
• Support the business as needed during operational hours. Flexible and static schedules will be available

QUALIFICATIONS AND REQUIREMENTS

The individual who is selected for this role will exude the four pillars of CarMax’s Values; Do the Right Thing, Put People First, Win Together, and Go for Greatness. The candidate must demonstrate strong analysis and decision making in their ongoing case resolution, partnerships, and risk assessment to deliver in the best interest of our customers and CarMax. They will be required to work collaboratively & independently to resolve Iconic Issue Resolution, which can be complex.

Prerequisites:

• Bachelor’s degree preferred or equivalent work experience.
• 2+ years of Customer Service experience, preferred; specifically, direct customer interaction with a customer centric approach
• Work a flexible schedule to include nights, weekends, and holidays

Qualifications and Requirements:

• Thinks organizationally, applying business knowledge to solve problems at the root cause and develop innovative solutions
• Ability to use own experience to train, develop and mentor other associates
• Ability to motivate others, including gaining buy-in to do the right thing for the right reason
• Ability to build and maintain strong relationships
• Ability to provide “win-win” solutions while resolving customer service issues in a positive and professional manner
• Ability to manage complex tasks in a changing environment, in a professional, responsive manner
• Ability to communicate complex messages both written and verbally to a wide variety of audiences
• Ability to complete objectives in a timely manner while balancing time, multi-tasking and interruptions
• Proven self-starter capable of delivering exceptional results focus, problem solving skills and attention to detail with minimal guidance or instruction
• Good judgment in selecting methods and techniques for obtaining solutions
• Ability to use functional knowledge while serving as a resource for internal customers, field management teams & external customers
• Basic understanding of social media channels and communities
• Tolerate stressful interactions with Customers
• Ability to meet and adhere to CarMax policies, including but not limited to Attendance Policy, Flexible Work Policy and Acceptable Use Policy.

ABOUT CARMAX

CarMax disrupted the auto industry by delivering the honest, transparent, and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation’s largest retailer of used cars, with over 200 locations nationwide.

Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®.

CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.