Analyst, Customer Relations

Responsibilities

• Lead Iconic Issue Resolution efforts via phone, social media, and written channels
• Resolve complex, sensitive escalations including executive-level inquiries
• Conduct research and collaborate with Field Management to recommend solutions
• Communicate professionally with internal teams and external customers
• Maintain accurate case documentation in the case management system
• Analyze performance dashboards and Voice of the Customer reports
• Mentor and influence associates on challenging cases

Requirements

• Strong organizational and problem-solving skills
• Proven leadership and mentoring abilities
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Self-starter mindset with sound judgment
• Basic knowledge of social media platforms
• Flexibility to work varied schedules including nights, weekends, and holidays

Preferred Qualifications

• Bachelor’s degree or equivalent experience
• 2+ years of customer service experience

About the Company

CarMax is the nation’s largest retailer of used cars, revolutionizing the buying experience through transparency and integrity. With over 250 store locations and 30,000 associates, we are committed to innovation and community.