Analyst, Customer Relations
Core
Advocate for CarMax customers by resolving escalated concerns and high-impact brand issues through strategic analysis and independent judgment.
Role type
Senior Customer Relations Analyst
Builds
Customer experience outcomes and brand reputation
Domain
Retail (Automotive)
Deliverable
client delivery
Required skills
Strategic thinking, independent judgment, complex problem-solving, stakeholder influence, mentoring, root cause analysis, data analysis, cross-functional collaboration, written and verbal communication, social media management
Preferred skills
Bachelor's degree, 2+ years of customer service experience
Technologies
Case management systems, performance dashboards, Voice of the Customer reports
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; Analyze performance dashboards and Voice of the Customer reports to identify root causes; Mentor and influence associates on challenging cases
Seniority
Mid-level, hands-on IC with leadership responsibilities