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 + Ability to provide “win-win” solutions while resolving customer service issues in a positive and professional manner + Ability to manage complex tasks in a changing environment, in a professional, responsive manner + Ability to communicate complex messages both written and verbally to a wide variety of audiences + Ability to complete objectives in a timely manner while balancing time, multi-tasking and interruptions + Proven self-starter capable of delivering exceptional results focus, problem solving skills and attention to detail with minimal guidance or instruction + Good judgment in selecting methods and techniques for obtaining solutions + Ability to use functional knowledge while serving as a resource for internal customers, field management teams & external customers + Basic understanding of social media channels and communities + Navigate and empathize during stressful interactions with Customers + Ability to meet and adhere to CarMax policies, including but not limited to Attendance Policy, Flexible Work Policy and Acceptable Use Policy. + Must meet Minimum technology requirements (Type of internet service and Speed of internet service). **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.