8901 - Corp Office West Crk - 12800 Tuckahoe Creek Parkway, Richmond, Virginia, 23238CarMax, the way your career should be! Position OverviewAs a Sr. Coordinator, Customer Relations, you will be the ultimate advocate for CarMax customers, ensuring every interaction reflects our commitment to integrity and excellence. In this role, you’ll manage escalated customer concerns, including high-risk and executive-level cases, while partnering with cross-functional teams such as Legal, Public Relations, Risk, and Accounting. You’ll exercise independent judgment to deliver innovative solutions, mentor peers, and lead through CarMax’s Iconic Issue Resolution strategy. This position requires exceptional communication skills and the ability to influence outcomes that protect our brand and create iconic customer experiences.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 OverviewThis role is part of the Customer Relations team, which is dedicated to delivering an unrivaled customer experience and supporting CarMax’s commitment to exceptional service. The team works collaboratively to resolve inquiries, identify customer experience gaps, and contribute to projects and initiatives that enhance overall satisfaction.Role ResponsibilitiesSupport customers across the end-to-end journey and post-purchase experienceDeliver exceptional customer service through phone, social media, and written communication.Thrive in a fast-paced environment and maintain high energy while supporting frequent customer interactions, including robust volume of inbound and outbound inquiriesExercise independent judgment a
