CarMax

1 week ago

Analyst, Customer Relations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Serve as the ultimate advocate for CarMax customers by leading Iconic Issue Resolution for complex, sensitive escalations, including executive-level inquiries. Investigate concerns, collaborate with Field Management and internal Home Office teams, and deliver clear, empathetic responses to customers. Maintain accurate case documentation, analyze performance dashboards and Voice of the Customer reports to identify root causes, and mentor associates on challenging situations.

Location: Richmond

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Lead Iconic Issue Resolution efforts, initiating customer contact via phone, social media, and written channels such as BBB complaints.
•Resolve complex, sensitive escalations, including executive-level inquiries, to deliver iconic customer experiences.
•Conduct research and collaborate with Field Management to recommend effective, customer-tailored solutions.
•Communicate professionally with internal teams and external customers with clear, empathetic, actionable responses.
•Maintain accurate case documentation and analyze performance dashboards and Voice of the Customer reports to identify root causes and drive proactive improvements.

Pay and Benefits

Salary: USD 47,400 - 71,100 annually

Equity and Bonus:Equity

Perks:Paid LeavePaid Holidays

Key Requirements

•Strong organizational and problem-solving skills to identify root causes and implement solutions.
•Proven leadership and mentoring abilities to inspire others to deliver exceptional customer experiences.
•Excellent written and verbal communication skills for conveying complex information.
•Ability to manage multiple priorities in a fast-paced environment while staying professional under pressure.
•Basic knowledge of social media platforms and flexibility to work varied schedules, including nights, weekends, and holidays.

Experience:Customer service

Education:Bachelor's

Skills:LeadershipMentoringCommunicationOrganizational skillsProblem-solving

Tech Stack:Social mediaCase management systemPerformance dashboardsVoice of the Customer

Company Brief

CarMax

Operates the largest used-car retail chain in the United States, selling and financing pre-owned vehicles through a no-haggle customer experience. Also offers vehicle buying, appraisal, service, and related automotive solutions.

Industry: Automotive

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Richmond, United States

Founded: 1993

Website LinkedIn

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CarMax

1 week ago

Analyst, Customer Relations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: Richmond

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Lead Iconic Issue Resolution efforts, initiating customer contact via phone, social media, and written channels such as BBB complaints.
•Resolve complex, sensitive escalations, including executive-level inquiries, to deliver iconic customer experiences.
•Conduct research and collaborate with Field Management to recommend effective, customer-tailored solutions.
•Communicate professionally with internal teams and external customers with clear, empathetic, actionable responses.
•Maintain accurate case documentation and analyze performance dashboards and Voice of the Customer reports to identify root causes and drive proactive improvements.

Pay and Benefits

Salary: USD 47,400 - 71,100 annually

Equity and Bonus:Equity

Perks:Paid LeavePaid Holidays

Key Requirements

•Strong organizational and problem-solving skills to identify root causes and implement solutions.
•Proven leadership and mentoring abilities to inspire others to deliver exceptional customer experiences.
•Excellent written and verbal communication skills for conveying complex information.
•Ability to manage multiple priorities in a fast-paced environment while staying professional under pressure.
•Basic knowledge of social media platforms and flexibility to work varied schedules, including nights, weekends, and holidays.

Experience:Customer service

Education:Bachelor's

Skills:LeadershipMentoringCommunicationOrganizational skillsProblem-solving

Tech Stack:Social mediaCase management systemPerformance dashboardsVoice of the Customer

Company Brief

CarMax

Industry: Automotive

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Richmond, United States

Founded: 1993

Website LinkedIn