Analyst, Customer Relations
About this role
About the Role As an Analyst, Customer Relations at CarMax, you will be the advocate for customers, leading Iconic Issue Resolution to resolve escalations and protect the brand. You will analyze complex situations, exercise independent judgment, and mentor teammates to deliver iconic customer experiences. What You'll Do
- Lead Iconic Issue Resolution efforts, initiating customer contact via phone, social media, and channels such as BBB complaints.
- Resolve complex, sensitive escalations, including executive-level inquiries, reflecting CarMax’s commitment to exceptional customer experiences.
- Conduct thorough research and collaborate with Field Management to recommend effective solutions tailored to customer needs.
- Communicate professionally with internal teams and external customers, delivering clear, empathetic, and actionable responses.
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