Customer Relations - Richmond, United States - CarMax

CarMax

Verified Company

Richmond, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

797- Richmond CEC 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 CR Analyst 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 mínimal 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 daytoday questions, influencing resolutions to difficult customer situations, and executing creative solutions.
On call as needed for adhoc, eventbased 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

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 buyin to do the right thing for CarMax
Ability to build and maintain strong relationships with coworkers, leaders and customers
Ability to provide "winwin" 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, multitasking and interruptions
Proven selfstarter capable of delivering exceptional results focus, problem solving skills and attention to detail with mínimal 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