Analyst, Customer Relations

CarMax; Richmond (VA); On-site; USD 47,000 - 71,000; Full time

Benefits offered by this job

Bonus eligibility

Paid time off

Job summary

CarMax in Richmond, VA is seeking an Analyst, Customer Relations to advocate for customers and resolve escalated issues with our Iconic Issue Resolution approach. You will analyze complex situations, communicate with diverse teams, mentor peers, and drive improvements in customer experiences across phone, social media, and written channels.

The role requires independent judgment, strong problem-solving skills, and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Bachelor’s degree or equivalent experience.
• Experience delivering customer-focused resolutions and process improvements.

Responsibilities

• Lead Iconic Issue Resolution efforts, including initiating customer contact via phone, social media, and written channels such as BBB complaints.
• Resolve complex, sensitive escalations, including executive-level inquiries, ensuring each interaction reflects CarMax’s commitment to iconic experiences.
• Conduct thorough research and collaborate with Field Management to recommend effective solutions tailored to customer needs.
• Communicate professionally with internal teams and external customers, delivering clear, empathetic, actionable responses.
• Maintain accurate case documentation with detailed notes and next steps in the case management system.
• Analyze dashboards and Voice of the Customer reports to identify root causes and drive proactive improvements.

Skills

Leadership

Communication

Problem-solving

Mentoring

Education

Bachelor’s degree or equivalent experience

Job description

8901 - Corp Office West Crk - 12800 Tuckahoe Creek Parkway, Richmond, Virginia, 23238CarMax, the way your career should be!Position OverviewAs an Analyst, Customer Relations, you will be the ultimate advocate for CarMax customers, ensuring exceptional resolution for escalated concerns and high-impact brand issues. This role requires a strategic thinker who can analyze complex situations, exercise independent judgment, and lead through CarMax’s Iconic Issue Resolution approach. You’ll communicate sensitive information with confidence, influence key stakeholders, and mentor team members to deliver best-in-class customer experiences. If you’re passionate about problem-solving, leadership, and creating positive outcomes, this is your opportunity to make a meaningful impact.Why CarMax?At CarMax, we are the nation’s largest retailer of used cars with stores from coast to coast, and we are still growing. We’re rethinking the way people buy cars – and it’s our associates that help us do just that. We believe work should feel meaningful and rewarding, with opportunities to make an impact every day. This is where innovation meets passion – be inspired and supported to take us to the future.Team OverviewAs part of the Customer Relations team, you’ll collaborate with Home Office departments and store leadership to resolve customer concerns. You’ll partner with teams such as Executive Offices, Legal, Public Relations, Risk, Asset Protection, Brand, and Accounting to ensure seamless communication and resolution strategies that uphold CarMax’s reputation for integrity and transparency.Role ResponsibilitiesLead Iconic Issue Resolution efforts, including initiating customer contact via phone, social media, and written channels such as BBB complaints.Resolve complex, sensitive escalations, including executive-level inquiries, ensuring every interaction reflects CarMax’s commitment to iconic customer experiences.Conduct thorough research and collaborate with Field Management to recommend effective solutions tailored to customer needs.Communicate professionally with internal teams and external customers, delivering clear, empathetic, and actionable responses.Maintain accurate case documentation in the case management system, including detailed notes and next-step recommendations.Analyze performance dashboards and Voice of the Customer reports to identify root causes and implement proactive improvements.Mentor and influence associates, providing guidance on challenging cases and fostering a culture of customer-first solutions.Required QualificationsStrong organizational and problem-solving skills, with the ability to identify root causes and implement innovative solutions.Proven leadership and mentoring abilities, inspiring others to deliver exceptional customer experiences.Excellent communication skills, both written and verbal, for conveying complex information to diverse audiences.Ability to manage multiple priorities in a fast-paced environment, maintaining professionalism under pressure.Self-starter mindset, demonstrating sound judgment and attention to detail with minimal supervision.Basic knowledge of social media platforms and ability to respond effectively to customer interactions.Flexibility to work varied schedules, including nights, weekends, and holidays.Preferred QualificationsBachelor’s degree or equivalent experience.2+ years of customer service experience, ideally in roles requiring direct customer interaction and a customer-centric approach.About CarMaxAt 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.As an associate, you are part of an innovative movement to empower the modern customer and drive progress. Your work fuels change—sparking ideas, overcoming challenges, and shaping what’s next. Join us in creating a better future– for our company, our customers, and the communities we call home.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.The annual salary for this position is:$47,400.00 - $71,100.00May be eligible for bonus and equity.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.Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.