Customer Relations - Coordinator II

8901 - Corp Office West Crk - 12800 Tuckahoe Creek Parkway, Richmond, Virginia, 23238 Car Max, the way your career should be!

Position Overview:

Want to take the next step in your career?
Come join our team working in person at our Richmond headquarters! As a Coordinator II, Customer Relations, you will be the ultimate advocate for Car Max customers, ensuring every interaction reflects our commitment to integrity and excellence. In this role, you’ll manage escalated customer concerns, including high-risk and executive-level cases, while partnering with cross-functional teams such as Legal, Public Relations, Risk, and Accounting.

You’ll exercise independent judgment to deliver innovative solutions, mentor peers, and lead through Car Max’s Iconic Issue Resolution strategy. This position requires exceptional communication skills and the ability to influence outcomes that protect our brand and create iconic customer experiences.

• Deliver exceptional customer service through phone, social media, and written communication.
• Thrive in a fast-paced environment and maintain high energy while supporting frequent customer interactions, including robust volume of in and outbound calls
• Lead the Iconic Issue Resolution process by building genuine connections and understanding customer needs.
• Act as a trusted brand ambassador
  , navigating escalated concerns to restore confidence and loyalty.
• Collaborate across departments to ensure seamless resolutions and uphold Car Max quality standards.
• Maintain accurate case documentation with detailed notes and next-step recommendations.
• Mentor and guide associates
  , influencing creative solutions for complex customer situations.
• Provide on-call support for urgent customer activity, including social media engagement.

• Demonstrated alignment with Car Max values:
  Do the Right Thing, Put People First, Win Together, Go for Greatness
  .
• Bachelor’s degree or equivalent work experience.
• 2+ years of customer service experience
  , preferably in a customer-centric environment.
• Ability to work a flexible schedule, including nights, and holidays.
• Strong problem-solving skills with the ability to develop innovative solutions.
• Proven ability to mentor, motivate, and influence others toward positive outcomes.
• Excellent written and verbal communication skills for complex messaging across diverse audiences.

At Car Max, 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.

Car Max 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, Car Max will consider reasonable accommodation to complete the Car Max Job Application.