Analyst, Customer Relations

CarMax
Richmond
Workplace: OnsiteFull timeUSD 47,400 - 71,100 annuallyFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Leadership","Mentoring","Communication","Organizational skills","Problem-solving"]

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.

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FursaFursa
CarMax
CarMax
1 month ago

Analyst, Customer Relations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 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
WebsiteLinkedIn