Coordinator, Customer Relations

8901 - Corp Office West Crk - 12800 Tuckahoe Creek Parkway, Richmond, Virginia, 23238

CarMax, the way your career should be!

Position Overview The Customer Relations Coordinator I provides coverage for the general inquiry and customer service lines for the CarMax Home Office. They answer incoming calls for the corporate headquarters, respond to general inquiries, and transfer calls appropriately. Calls may originate from customers, vendors, CarMax associates, and the general public. The Coordinator I role may organize, distribute, and respond to work assignments within the department, such as letters, emails, and online reviews. They may support Customer Relations onboarding by assisting new-hires and executing Day One activities. They identify opportunities to improve processes and quality to benefit the customer, stores, and partners, and work with their manager to implement approved changes.

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 Overview: This 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 Responsibilities

• Provide an unrivaled customer experience to assist callers that are in need of general assistance, or politely route calls to the appropriate party as needed.
• Provide exceptional Customer Service in a positive, professional manner to best represent the CarMax brand.
• Organize, distribute, and/or respond to assigned emails, review sites, letters, and other general inquiry contacts.
• Identify customer experience gaps and cascade to department leadership to improve overall customer experience.
• Attend miscellaneous meetings, special assignments, and contribute to department projects or initiatives.
• Support the business as needed during operational hours.

Required Qualifications

• At least 6 months Customer Service experience, or equivalent work experience.
• Excellent listening skills and the ability to respond in an empathetic manner when working with customers, vendors, third parties, and CarMax stores.
• Excellent written and verbal communication and customer service skills.
• Ability to build relationships across internal teams and business partners.
• Ability to thrive in a fast-paced environment while keeping focus on the customer.
• Seeks win-win solutions to customer issues; partners with others to best serve callers.
• Detail-oriented, dependable, ability to multitask and meet changing deadlines.
• Ability to leverage business knowledge when connecting callers to the correct department.
• Demonstrate strong team behaviors including integrity, respect, inclusion, fairness, and fun.
• Must be flexible, adapt to change.
• Knowledge of Microsoft Office (Excel, PowerPoint, Word, Outlook).
• Ability to complete required training of CarMax computer systems and programs.
• Ability to use a multi-line phone system.
• Ability to meet and adhere to CarMax policies, including but not limited to Attendance Policy, Flexible Work Policy, and Acceptable Use Policy.

About CarMax At CarMax, we revolutionized the used car buying experience over 30 years ago by introducing transparency and integrity into the process. Our commitment to customer experience, innovation, and community has made us the nation’s largest used car retailer. With over 250 store locations and over 30,000 associates, we are proud to have been recognized as one of the Fortune 100 Best Companies to Work For® and are committed to helping our communities thrive.

As an associate, you are part of an innovative movement to empower the modern customer and drive progress. Your work fuels change—sparking ideas, overcoming challenges, and shaping what’s next. Join us in creating a better future– for our company, our customers, and the communities we call home.

CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.