Analyst, Customer Relations - Iconic Issue Resolution

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

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.