Customer Relations - Coordinator II (Hybrid)

7975 - Richmond CEC - 12800 Tuckahoe Creek Parkway, Richmond, Virginia, 23238

CarMax, the way your career should be! 

ABOUT THIS JOB

The Customer Relations Coordinator II is responsible for being the number one advocate for our customers in our response and resolution to escalated customer contacts and all contact types that Customer Relations supports.  This includes high-risk brand impacting concerns and executive response contacts.

The Coordinator II completes research & partnership with Home Office teams and store management teams in the resolution of customer concerns, including such Home Office teams as:  Executive Offices, Legal, Public Relations, Operational Teams, Risk, Asset Protection, Brand and Accounting.

With minimal guidance, the position analyzes, executes, and lead through the appropriate Iconic Issue Resolution strategy.   This position has responsibility to formulate, affect, interpret, and/or implement empowerment practices and exercises discretion and independent judgment in determining the best course of action with respect to Customer Relations strategies with a high-level of influence.  In addition, the position requires in-depth communication of sensitive, complex information, both written and verbal, with key stakeholders. This associate must be a strong courageous leader with an open mind and a demonstrated ability to lead, influence, and mentor fellow associates and partners. 

ESSENTIAL RESPONSIBILITIES

• Deliver exceptional customer service to CarMax customers communicating via telephone, social media, and written documentation.
• Perform responsibilities of the Iconic Issue Resolution Process to include prioritizing a genuine connection with a customer by showing you care, and using discovery questions to fully understand a customer’s situation
• Honor CarMax customers’ time by prioritizing availability to respond to customer inquiries.
• Serve as a CarMax brand ambassador and customer advocate by navigating escalated customer experiences with the goal of creating and rebuilding iconic customer experiences
• Provide an unrivaled customer service experience and meet CarMax quality expectations via a seamless transition with the right next step for their experience. This will include partnership with different CarMax departments and associates, or by documenting concerns to collaborate on a resolution
• Serve customers as a trusted resource by delivering a confident recommendation that meets their needs
• Seamlessly communicate across CarMax teams to include Executive leaders, Legal, Public Relations, Brand, Accounting on consistent customer situations where appropriate
• Create and maintain case management system with detailed notes and recommendations on next steps for every customer
• Review and Analyze all cases and associate performance reports to identify areas of personal growth and improvement to meet quality expectations
• Serve as a mentor providing guidance on resolution to day-to-day questions, influencing resolutions to difficult customer situations, and executing creative solutions.
• On call as needed for ad-hoc, event-based support, to respond to positive & negative Customer activity on social media or any other contact type.
• Support the business as needed during operational hours
• Understand and adhere to company policies and procedures
   

QUALIFICATIONS AND REQUIREMENTS

The individual who is selected for this role will exude the four pillars of CarMax’s Values; Do the Right Thing, Put People First, Win Together, and Go for Greatness. The candidate must demonstrate exceptional customer service and decision making in their ongoing case resolution, partnerships, and risk assessment to deliver in the best interest of our customers and CarMax. They will be required to work collaboratively & independently to resolve Iconic Issue Resolution, which can be complex. 

Prerequisites:

• Bachelor’s degree preferred or equivalent work experience.
• 2+ years of Customer Service experience, preferred; specifically, direct customer interaction with a customer centric approach
• Work a flexible schedule to include nights, weekends, and holidays

Qualifications and Requirements:

• Ability to solve problems at the root cause and develop innovative solutions
• Ability to use own experience to train, develop and mentor other associates
• Ability to motivate others, including gaining buy-in to do the right thing for CarMax
• Ability to build and maintain strong relationships with coworkers, leaders and customers