Customer Relations

2 months ago

Richmond, United States CarMax Full time

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.

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.

  • Customer Relations Trainee

    1 month ago

    Richmond, United States AHM Business Solutions Full time

    Do you love interacting with people? Do you strive to provide unmatched customer service? If you answered yes, then our Customer Relations Trainee role might be for you! We are a top-rated sales and marketing agency in the Richmond area. We take pride in representing top global brands in telecommunications, renewable energy, home improvement, and more. Our...

  • Customer Relations Specialist

    4 weeks ago

    Richmond, Virginia, United States Virginia Jobs Full time

    Job Title: Customer Relations SpecialistWe are seeking a highly skilled and customer-focused Customer Relations Specialist to join our team at the Virginia Lottery. As a key member of our Communications and Customer Relations Department, you will be responsible for providing exceptional customer service to our players and retailers.Key...

  • Customer Relations Coordinator

    2 weeks ago

    Richmond, Virginia, United States CarMax Full time

    About the RoleThe Customer Relations Coordinator II is a key member of our team, responsible for delivering exceptional customer service and resolving complex customer issues. This role requires strong communication and problem-solving skills, as well as the ability to work collaboratively with various stakeholders.Key Responsibilities* Deliver exceptional...

  • Customer Relations Representative

    4 weeks ago

    Richmond, Virginia, United States Terron Harris - State Farm Agent Full time

    ROLE DESCRIPTION:As a Customer Relations Representative with Terron Harris - State Farm Agent, you will be responsible for delivering exceptional client experiences that drive the growth of a successful insurance agency. Your attention to detail, customer service skills, and desire to help people make you an ideal fit. You will enhance your career while...

  • Customer Relations Coordinator

    3 weeks ago

    Richmond, Virginia, United States CarMax Full time

    About This RoleThe Customer Relations Coordinator II is a key member of our team, responsible for delivering exceptional customer experiences and resolving complex customer issues. This role requires a strong advocate for our customers, with the ability to analyze and resolve high-risk brand impacting concerns and executive response contacts.Key...

  • Customer Relations Specialist

    1 month ago

    Richmond, Virginia, United States CarMax Full time

    About This JobThe Customer Relations Analyst is responsible for providing professional responses and resolutions to customer inquiries and concerns. This role requires strong communication and problem-solving skills, as well as the ability to work in a fast-paced environment.Key Responsibilities:Respond to customer inquiries and concerns via phone, email,...

  • Customer Relations Specialist

    2 weeks ago

    Richmond, Texas, United States Forrest Cobb - State Farm Agent Full time

    Job OverviewWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Relations Representative. As a key member of our State Farm agent team, you will play a vital role in providing exceptional service to our customers and helping them achieve their insurance goals.ResponsibilitiesEstablish and maintain strong...

  • Customer Relations Specialist

    1 month ago

    Richmond, Virginia, United States CarMax Full time

    About This JobCarMax is seeking a skilled Customer Relations professional to join our team.The ideal candidate will be responsible for providing exceptional customer service, resolving issues, and building strong relationships with our customers.We are looking for a professional who is passionate about delivering a world-class customer experience and is...

  • Customer Relations Coordinator

    2 weeks ago

    Richmond, Virginia, United States CarMax Full time

    About This RoleThe Customer Relations Coordinator II is a key member of our team, responsible for delivering exceptional customer experiences through effective communication, problem-solving, and collaboration with internal stakeholders.This role requires a strong advocate for our customers, who can navigate complex situations and provide innovative...

  • Regional Customer Relations Specialist

    1 month ago

    Richmond, Virginia, United States Trutech Full time

    Job SummaryWe are seeking a highly skilled Regional Customer Relations Specialist to join our team at Trutech. As a key member of our customer service team, you will be responsible for providing exceptional service to our existing customers and resolving their concerns in a timely and professional manner.Key ResponsibilitiesAnswer incoming calls from...

  • Customer Relations

    1 month ago

    Richmond, United States CarMax Full time

    7975 - Richmond CEC - 12800 Tuckahoe Creek Parkway, Richmond, Virginia, 23238CarMax, the way your career should be!ABOUT THIS JOBThe 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...

  • Customer Relations Specialist

    2 weeks ago

    Richmond Heights, Virginia, United States John Bell - State Farm Agent Full time

    Customer Relations RepresentativeAre you a results-driven individual who excels at building strong relationships with customers? Do you thrive in a fast-paced environment where no two days are the same? If so, we may have the perfect opportunity for you.Key Responsibilities:Forge lasting connections with customers and proactively follow up to ensure...

  • Customer Relations

    4 weeks ago

    Richmond, United States CarMax Full time

    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...

  • Customer Relations

    2 months ago

    Richmond, United States CarMax Full time

    CarMax, the way your career should be! ABOUT THIS JOBThe 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...

  • Patient Relations Liaison

    3 weeks ago

    Richmond, Virginia, United States VCU Health Full time

    Patient Relations Liaison Job DescriptionThe Patient Relations Liaison plays a critical role in ensuring exceptional patient experiences at VCU Health. This position investigates and resolves patient/visitor issues/complaints through excellent interpersonal and critical thinking skills.Key Responsibilities:Analyze complaints and develop effective plans of...

  • Patient Relations Liaison

    3 weeks ago

    Richmond, United States VCU Health Full time

    The Pt Relations Liaison job investigates and resolve patient/visitor issues/complaints through excellent interpersonal and critical thinking skills. Licensure, Certification, or Registration Requirements for Hire: N/A Licensure, Certification, or Registration Requirements for continued employment: N/A Experience REQUIRED: Minimum of three (3) years of...

  • Client Relations Representative

    2 months ago

    Richmond, Virginia, United States City of Richmond, VA Full time

    Job Overview:The City of Richmond is actively looking for a Customer Service Specialist to be part of the Department of Finance. This role is essential in delivering top-notch customer service, assisting citizens, and managing revenue processing related to municipal services. The successful candidate will possess a solid foundation in customer service and...

  • Public Relations and Communications Specialist

    1 month ago

    Richmond, Virginia, United States MGN Foundation Full time

    {"h1": "Public Relations and Communications Assistant", "p": "At MGN Foundation, we are seeking a skilled Public Relations and Communications Assistant to play a pivotal role in executing a proactive local marketing strategy. This role is crucial in engaging existing and potential customers through innovative marketing techniques, building positive...

  • Senior Manager, Investor Relations

    3 weeks ago

    Richmond, United States Genworth Full time

    At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to...

  • Public Relations and Communications Specialist

    2 weeks ago

    Richmond, Virginia, United States Commonwealth of Virginia Full time

    Job Summary: We are seeking a highly skilled Public Relations and Communications Specialist to join our team at the Commonwealth of Virginia. As a key member of our Enterprise Marketing and Communications team, you will play a critical role in managing the reputation of and elevating awareness for VCU Health Community Memorial Hospital (CMH). The successful...