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 ensures coverage of the customer service lines during operating hours. They answer incoming calls to determine the best next step for each customer that reaches out to the Customer Relations department. Calls originate from customers, general public, vendors, and CarMax Associates. Those next steps could include connecting the customer to the appropriate Customer Facing department, providing answers to their general inquiries resolving their situation, or identifying that the Customer has a complaint or concern that needs additional care. The Coordinator II can also receive calls escalated from a Coordinator I in which the customer has a complaint or concern that needs additional care. The Coordinator II will use their discovery skills to fully understand the customers situation and create a case so that additional research and partnerships can be taken by another team within the department to resolve the customers concern. They organize, distribute, and respond to work assignments within the department such as letters, emails, reviews, and BBBs etc. They support Customer Relations onboarding by assisting new hires by shadowing and providing feedback. They identify opportunities to improve processes and quality to benefit the customer, stores and team and work with their manager to implement approved changes.

　　 ESSENTIAL RESPONSIBILITIES

　　Provide an unrivaled CarMax customer experience by championing the Iconic Issue Resolution Process by using skills in Connection and Discovery to gain a thorough understanding from customers.Serve as a CarMax brand ambassador to determine the best next step:Politely route calls to the appropriate party as needed, orAssist customers that are in need of some general assistance by resolving their inquiry, orIdentify customers that have a complaint or concern that needs additional care by conducting additional discovery to fully understand their situation so further research and partnerships can be takenDeliver exceptional Customer Service in a positive, professional manner, and apply de-escalation techniques as needed to best support the CarMax brand. Those techniques could include empathy, a calm and confident tone, actively listening, and recapping to learn about a customers situation to make a recommendation for the best next step.Advocate for the customer by recommending a best next step for the experience during an initial contact or follow-up inquiryRepresent the Customer Relations team with a customer-centric tone and a sense of urgency for customer concerns and resolutionsOrganize, distribute, and/or respond to assigned emails, review sites, letters, and other general inquiry contactsIdentify customer experience gaps and cascade to department leadership to improve overall customer experienceAttend miscellaneous meetings and contribute to department projects or initiativesSupport the business as needed during operational hours. Flexible schedules and static schedules available

　　 QUALIFICATIONS AND REQUIREMENTS

　　To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

　　Excellent listening skills in an empathetic voice and manner when working with customers, vendors, third parties, and CarMax storesExcellent organizational, written, and verbal communication and customer service skillsBuilds and maintains relationships across internal teams and business partnersAbility to thrive in fast-paced environment while keeping focus on the customerSeeks win-win solutions to customer issues; partners with others to best serve the CustomerAbility to provide Customer Service in a positive, professional manner, applying de-escalation techniques as needed to best support the CarMax brandDetail oriented, able to multitask, meet changing deadlines, and is dependableAbility to identify root causes, determine the best course of action following company policy and procedureAdvanced knowledge of Microsoft Office (Excel, PowerPoint, Work, Outlook)Ability to complete required training of CarMax computer systems and programsAbility to use a multi-line phone systemAbility to apply business knowledge when connecting callers to correct departmentDemonstrate strong team behaviors including integrity, respect, inclusion, fairness, and funMust be flexible, adapt to change easilyAbility to meet and adhere to CarMax policies, including but not limited to Attendance Policy, Flexible Work Policy and Acceptable Use Policy.

　　 ABOUT CARMAX

　　CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation's largest retailer of used cars, with over 200 locations nationwide.

　　Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®.

　　Our Commitment to Diversity and Inclusion:

　　CarMax is committed to bringing together people from different backgrounds and perspectives, providing employees with a safe, welcoming, and inclusive work environment.

　　CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, protected veteran status, disability status, and any other characteristics protected by law.

　　Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.