8901 - Corp Office West Crk - 12800 Tuckahoe Creek Parkway, Richmond, Virginia, 23238CarMax, the way your career should be! Position OverviewAs an Analyst, Customer Relations, you will be the ultimate advocate for CarMax customers, ensuring exceptional resolution for escalated concerns and high-impact brand issues. This role requires a strategic thinker who can analyze complex situations, exercise independent judgment, and lead through CarMax’s Iconic Issue Resolution approach. You’ll communicate sensitive information with confidence, influence key stakeholders, and mentor team members to deliver best-in-class customer experiences. If you’re passionate about problem-solving, leadership, and creating positive outcomes, this is your opportunity to make a meaningful impact.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 OverviewAs part of the Customer Relations team, you’ll collaborate with Home Office departments and store leadership to resolve customer concerns. You’ll partner with teams such as Executive Offices, Legal, Public Relations, Risk, Asset Protection, Brand, and Accounting to ensure seamless communication and resolution strategies that uphold CarMax’s reputation for integrity and transparency.Role ResponsibilitiesLead Iconic Issue Resolution efforts, including initiating customer contact via phone, social media, and written channels such as BBB complaints.Resolve complex, sensitive escalations, including executive-level inquiries, ensuring every interaction reflects CarMax’s commitment to iconic customer experiences.Conduct thorough research and collaborate w
