SR Coordinator, Customer Relations

Job description

8901 - Corp Office West Crk - 12800 Tuckahoe Creek Parkway, Richmond, Virginia, 23238 CarMax, the way your career should be! Position Overview As a Sr. Coordinator, Customer Relations, you will be the ultimate advocate for CarMax customers, ensuring every interaction reflects our commitment to integrity and excellence. In this role, you’ll manage escalated customer concerns, including high-risk and executive-level cases, while partnering with cross-functional teams such as Legal, Public Relations, Risk, and Accounting. You’ll exercise independent judgment to deliver innovative solutions, mentor peers, and lead through CarMax’s Iconic Issue Resolution strategy. This position requires exceptional communication skills and the ability to influence outcomes that protect our brand and create iconic customer experiences. Why CarMax? At CarMax, we are the nation’s largest retailer of used cars with stores from coast to coast, and we are still growing. We’re rethinking the way people buy cars – and it’s our associates that help us do just that. We believe work should feel meaningful and rewarding, with opportunities to make an impact every day. This is where innovation meets passion – be inspired and supported to take us to the future. Team Overview This role is part of the Customer Relations team, which is dedicated to delivering an unrivaled customer experience and supporting CarMax’s commitment to exceptional service. The team works collaboratively to resolve inquiries, identify customer experience gaps, and contribute to projects and initiatives that enhance overall satisfaction. Role 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 and maintain high energy while supporting frequent customer interactions, including robust volume of inbound and outbound inquiries Exercise independent judgment and leverage the CarMax Iconic Issue Resolution strategy to solve preliminary concerns Successfully utilize de-escalation techniques to appropriately assist customers experiencing a variety of potential scenarios with varying degrees of urgency Effectively identify and progress issues which require escalation to internal resolution teams, including high-risk and executive-level concerns Collaborate across departments to ensure seamless resolutions and uphold CarMax quality standards. Navigate and utilize all available tools and resources to provide accurate information to internal and external customers Maintain compliant case documentation with detailed notes and next-step recommendations. Mentor and guide associates, influencing creative solutions for complex customer situations. Provide on-call support for urgent customer activity, including social media engagement. Required Qualifications Demonstrated alignment with CarMax values: Do the Right Thing, Put People First, Win Together, Go for Greatness. 2+ years of customer service experience, preferably 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 across diverse audiences. The hourly rate for this position is: $19.90 - $27.90 About CarMax: At CarMax, we revolutionized the used car buying experience over 30 years ago by introducing transparency and integrity into the process. Our commitment to customer experience, innovation, and community has made us the nation’s largest used car retailer. With over 250 store locations and over 30,000 associates, we are proud to have been recognized as one of the Fortune 100 Best Companies to Work For® and are committed to helping our communities thrive. As an associate, you are part of an innovative movement to empower the modern customer and drive progress. Your work fuels change—sparking ideas, overcoming challenges, and shaping what’s next. Join us in creating a better future– for our company, our customers, and the communities we call home. CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law. The hourly rate for this position is: $18.10 - $27.90 Benefits: Except as otherwise required by state law, CarMax Associates are entitled to the following paid sick, vacation, and holiday time. Associates that are considered full-time hourly or commission/incentive eligible: To earn up to 48 hours of sick time per year accrued on a per pay period basis and between 80 hours and 200 hours per year of vacation time after a 90 day waiting period depending on years of continuous service with the Company. For 8 hours of pay for each of a total of 6 paid scheduled holidays per year plus 1 floating holiday. If such an Associate does work on a scheduled holiday due to business need, they are eligible for Holiday Premium Pay. Associates considered full-time salaried are entitled to paid time away with no specified limit as needed for sick, vacation, bereavement, jury duty, holidays, floating holiday, etc. subject to manager approval. For more details about benefits, please visit our CarMax Benefits website. Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application .