SR Coordinator, Customer Relations
Core
Senior coordinator managing escalated customer concerns, high-risk cases, and executive-level issues for CarMax's used car retail customers.
Role type
Senior IC customer relations coordinator
Builds
Customer experience resolutions and brand protection
Domain
Retail (used cars) + Customer Service
Deliverable
client delivery
Required skills
de-escalation techniques, independent judgment, cross-functional collaboration, mentoring peers, complex communication, case documentation
Preferred skills
flexible scheduling, high-energy performance in fast-paced environments
Responsibilities
Manage escalated customer concerns including high-risk and executive-level cases; utilize de-escalation techniques for urgent scenarios; progress issues requiring escalation to internal teams; mentor and guide associates on complex situations; provide on-call support for urgent social media engagement; maintain compliant case documentation with detailed notes.
Seniority
Senior, hands-on IC with mentorship responsibilities