Customer Relations Analyst: Escalation & Resolution Lead

CarMax Business Services; Richmond (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

CarMax Business Services is seeking an Analyst for Customer Relations in Richmond, Virginia. This role advocates for customers by resolving complex issues and driving resolution strategies. The ideal candidate will possess strong analytical and communication skills and be capable of mentoring team members. Responsibilities include managing high-impact inquiries and providing insights to improve processes. A Bachelor’s degree and customer service experience are preferred. Join CarMax and contribute to redefining the car buying experience.

Qualifications

• 2+ years of customer service experience preferred.
• Proven self-starter with attention to detail.
• Ability to communicate complex messages effectively.

Responsibilities

• Lead end-to-end Iconic Issue Resolution for escalated cases.
• Independently assess complex scenarios and recommend resolutions.
• Manage executive-level brand inquiries maintaining professionalism.

Skills

Analytical skills

Stakeholder management

Customer service

Problem-solving

Communication skills

Mentoring

Education

Bachelor’s degree or equivalent work experience

Job description

CarMax Business Services is seeking an Analyst for Customer Relations in Richmond, Virginia. This role advocates for customers by resolving complex issues and driving resolution strategies. The ideal candidate will possess strong analytical and communication skills and be capable of mentoring team members. Responsibilities include managing high-impact inquiries and providing insights to improve processes. A Bachelor’s degree and customer service experience are preferred. Join CarMax and contribute to redefining the car buying experience.