Senior Customer Relations Specialist: Escalations & Resolution

CarMax; United States; On-site; USD 26,000 - 39,000; Full time

Benefits offered by this job

Paid sick time

Paid vacation time

Paid holidays

Job summary

CarMax is seeking a Sr. Coordinator, Customer Relations to advocate for customers and drive iconic experiences. You will manage escalated concerns, including high-risk and executive cases, while partnering with Legal, PR, Risk, and Accounting to deliver innovative solutions.

You will mentor peers, apply CarMax’s Iconic Issue Resolution strategy, and maintain compliant case documentation, ensuring timely resolutions and exceptional service across channels.

Qualifications

• 2+ years of customer service experience.
• Ability to mentor, motivate, and influence others.
• Excellent written and verbal communication skills.
• Ability to work a flexible schedule, including nights.

Responsibilities

• Support customers across the end-to-end journey and post-purchase experience.
• Deliver exceptional customer service through phone, social media, and written communication.
• Thrive in a fast-paced environment with high-volume inquiries.
• Escalate to internal resolution teams for high-risk and executive-level concerns.
• Mentor peers and influence creative solutions for complex customer situations.
• Provide on-call support for urgent customer activity, including social media engagement.

Skills

Customer service

Mentoring

Communication

Flexibility

Leadership

Job description

CarMax is seeking a Sr. Coordinator, Customer Relations to advocate for customers and drive iconic experiences. You will manage escalated concerns, including high-risk and executive cases, while partnering with Legal, PR, Risk, and Accounting to deliver innovative solutions.

You will mentor peers, apply CarMax’s Iconic Issue Resolution strategy, and maintain compliant case documentation, ensuring timely resolutions and exceptional service across channels.