Role Responsibilities
Lead Iconic Issue Resolution efforts, including initiating customer contact via phone, social media, and written channels such as BBB complaints.
Resolve complex, sensitive escalations, including executive-level inquiries, ensuring every interaction reflects CarMax’s commitment to iconic 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.
Maintain accurate case documentation in the case management system, including detailed notes and next-step recommendations.
Analyze performance dashboards and Voice of the Customer reports to identify root causes and implement proactive improvements.
Mentor and influence associates, providing guidance on challenging cases and fostering a culture of customer-first solutions.
Required Qualifications
Strong organizational and problem-solving skills, with the ability to identify root causes and implement innovative solutions.
Proven leadership and mentoring abilities, inspiring others to deliver exceptional customer experiences.
Excellent communication skills, both written and verbal, for conveying complex information to diverse audiences.
Ability to manage multiple priorities in a fast-paced environment, maintaining professionalism under pressure.
Self-starter mindset, demonstrating sound judgment and attention to detail with minimal supervision.
Basic knowledge of social media platforms and ability to respond effectively to customer interactions.
Flexibility to work varied schedules, including nights, weekends, and holidays.
Preferred Qualifications
Bachelor’s degree or equivalent experience.
2+ years of customer service experience, ideally in roles requiring direct customer interaction and a customer-centric approach.
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.
The annual salary for this position is
- $47,400.00 - $71,100.00
- May be eligible for bonus and equity.
Benefits
Except as otherwise required by state law, CarMax Associates are entitled to the following paid sick, vacation, and holiday time.
Associates that are considered full-time hourly or commission/incentive eligible:
To earn up to 48 hours of sick time per year accrued on a per pay period basis and between 80 hours and 200 hours per year of vacation time after a 90 day waiting period depending on years of continuous service with the Company.
For 8 hours of pay for each of a total of 6 paid scheduled holidays per year plus 1 floating holiday. If such an Associate does work on a scheduled holiday due to business need, they are eligible for Holiday Premium Pay.
Associates considered full-time salaried are entitled to paid time away with no specified limit as needed for sick, vacation, bereavement, jury duty, holidays, floating holiday, etc. subject to manager approval.
For more details about benefits, please visit our CarMax Benefits website.
Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.
