Senior Escalations & Customer Relations Coordinator

CarMax; Richmond (VA); On-site; USD 27,000 - 38,000; Full time

Job summary

CarMax is seeking a Sr. Coordinator, Customer Relations in Richmond, VA. You will advocate for customers, manage escalated concerns, and partner with Legal, PR, Risk, and Accounting to protect the brand and deliver iconic experiences.

You will mentor peers, influence outcomes, and apply CarMax’s resolution strategy while maintaining detailed case notes and providing timely, accurate information across channels.

Qualifications

• 2+ years of customer service experience in a customer-centric environment.
• Ability to mentor, motivate, and influence others toward positive outcomes.
• Excellent written and verbal communication skills for complex messaging across diverse audiences.
• Flexibility to work a 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 of inquiries.
• Exercise independent judgment and leverage Iconic Issue Resolution strategy to solve preliminary concerns.
• Use de-escalation techniques to assist customers with varying levels of urgency.
• Identify and progress issues requiring escalation to internal resolution teams (high-risk/executive-level).
• Collaborate across departments to ensure seamless resolutions and uphold CarMax standards.
• Navigate tools and resources to provide accurate information to customers.
• Maintain compliant case documentation with notes and next steps.

Skills

Customer service experience

Mentor and influence others

Excellent written and verbal comunicat

Flexible schedule

Job description

CarMax is seeking a Sr. Coordinator, Customer Relations in Richmond, VA. You will advocate for customers, manage escalated concerns, and partner with Legal, PR, Risk, and Accounting to protect the brand and deliver iconic experiences.

You will mentor peers, influence outcomes, and apply CarMax’s resolution strategy while maintaining detailed case notes and providing timely, accurate information across channels.