Senior Customer Experience Advocate

CarMax; Richmond (VA); On-site; USD 25,000 - 38,000; Full time

Benefits offered by this job

Paid time off

Holiday pay

Benefits program

Job summary

CarMax is seeking a Sr. Coordinator, Customer Relations in Richmond, VA to advocate for customers and manage escalated concerns across Legal, PR, Risk, and Accounting.

You will mentor peers, use de-escalation tactics, and support iconic issue resolution while protecting the brand through across-the-board service excellence. The role requires strong communication, independent judgment, and the ability to work in a fast-paced environment with occasional night shifts.

Qualifications

• 2+ years of customer service experience in a customer-centric environment.
• Ability to work a flexible schedule, including nights.
• Proven ability to mentor, motivate, and influence others toward positive outcomes.
• Excellent written and verbal communication skills for complex messaging.

Responsibilities

• Support customers across the end-to-end journey and post-purchase experience.
• Deliver exceptional customer service through phone, social media, and written communication.
• Handle high-risk and executive-level concerns with independent judgment.
• Escalate issues to internal teams and collaborate across departments for resolutions.
• Maintain compliant case documentation with detailed notes and next-step recommendations.
• Provide on-call support for urgent customer activity, including social media engagement.

Skills

Customer service

Mentoring

De-escalation

Communication

Flex scheduling

Job description

CarMax is seeking a Sr. Coordinator, Customer Relations in Richmond, VA to advocate for customers and manage escalated concerns across Legal, PR, Risk, and Accounting.

You will mentor peers, use de-escalation tactics, and support iconic issue resolution while protecting the brand through across-the-board service excellence. The role requires strong communication, independent judgment, and the ability to work in a fast-paced environment with occasional night shifts.