Senior Escalations & Customer Experience Lead

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

Benefits offered by this job

Paid sick time

Paid vacation

Paid holidays

Holiday Premium Pay

Job summary

CarMax is seeking a Sr. Coordinator, Customer Relations to advocate for customers and manage escalated concerns across cross-functional teams including Legal, PR, Risk, and Accounting. You will mentor peers and lead with CarMax’s Iconic Issue Resolution strategy to protect the brand and deliver iconic customer experiences.

The role supports a fast-paced customer journey with opportunities to influence outcomes and meet high standards of service. Strong communication is essential.

Qualifications

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

Responsibilities

• Support customers across the end-to-end journey and post-purchase experience.
• Deliver exceptional service via phone, social media, and written communication.
• Utilize de-escalation techniques to assist customers with varying urgency.
• Escalate high-risk and executive-level concerns to internal resolution teams.
• Mentor associates and provide guidance for complex customer situations.

Skills

Communication

Mentorship

Customer service

Flexible schedule

Job description

CarMax is seeking a Sr. Coordinator, Customer Relations to advocate for customers and manage escalated concerns across cross-functional teams including Legal, PR, Risk, and Accounting. You will mentor peers and lead with CarMax’s Iconic Issue Resolution strategy to protect the brand and deliver iconic customer experiences.

The role supports a fast-paced customer journey with opportunities to influence outcomes and meet high standards of service. Strong communication is essential.