Social Analyst, Customer Relations

7975 - Richmond CEC - 12800 Tuckahoe Creek Parkway, Richmond, Virginia, 23238

CarMax, the way your career should be!
The Customer Relations Analyst is responsible for a professional response and resolution to escalated customer contacts and general customer inquiries received at the Home Office. The Customer Relations Analyst collaboratively works with a variety of Home Office teams & store management teams in the resolution of the customers concerns to foster a positive CarMax experience. Home Office teams include: Executive Offices, Legal, Public Relations, Operational Teams, and Accounting.

About this job:

The Customer Relations Social Media Analyst is responsible for being the primary advocate for our customers in response and resolution to escalated customer contacts via social media channels and supported mediums. This includes high-risk brand impacting concerns and Executive Response contacts, media inquiries, social media channels, reviews etc. by supporting all business partners to protect our brand image. The CR Social Media Analyst completes research & partnership with Home Office and store management teams to resolve customer concerns. The CR Social Media Analyst also will engage customers actively via Facebook, Twitter, Instagram and other supported mediums.

With minimal guidance, the position analyzes, executes, and lead through the appropriate Iconic Issue Resolution strategy. This position has authority to formulate, affect, interpret, and/or implement empowerment practices and exercises discretion and independent judgment in determining the best course of action with respect to Customer Relations strategies with a high-level of influence. In addition, the position requires in-depth communication of sensitive, complex information, both written and verbal, with key stakeholders. This associate must be a strong courageous leader with an open mind and a demonstrated ability to lead, influence, and mentor fellow associates and partners.

What you'll do - Essential Responsibilities

• Provide guidance and perform Iconic Issue Resolution activities including but not limited to initiating customer contact via telephone, social media, Better Business Bureau complaints and other written documentation.
• Respond to escalated customer phone calls, emails & letters, including responding on behalf of CarMax Executives. Research concerns and partner with senior store management to provide guidance & resolution.
• Monitor and respond to customer posts in social platforms such as Facebook, Twitter and Instagram
• Create and maintain CarMax promoters by nurturing loyalty and building the CarMax brand
• Provide an unrivaled customer service experience via a seamless transition between Customer Relations and CarMax store locations.
• With minimal guidance, initiate process improvements based on root cause analysis to include social media tools and software
• Serve as a mentor providing guidance on resolution to day-to-day questions, influencing resolutions to difficult customer situations, and executing creative solutions.

• Understand and adhere to company policies and procedures, including state specific sales transaction requirements.
• Facilitate training and team meetings after reviewing content with a manager

• On call as needed for crisis support, to respond to positive & negative customer activity on social media or any other contact type.

Purpose of the Role

The individual who is selected for this role will exude the four pillars of CarMax's Values; Do the Right Thing, Put People First, Win Together, and Go for Greatness. The candidate must demonstrate strong analysis and decision making in their ongoing case resolution, partnerships, and risk assessment to deliver in the best interest of our customers and CarMax. They will be required to work collaboratively & independently to resolve Iconic Issue Resolution, which can be complex.

Prerequisites:

• Bachelor's degree preferred or equivalent work experience; Communications and/or Marketing Degree preferred
• 2+ years of Customer Service experience, preferred
• Strong written and verbal communication skills
• Basic understanding of social media channels and communities
• Meet internal transfer requirements, including successful performance
• Work a flexible schedule to include nights, weekends, and holidays

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.