Analyst, Customer Relations

Analyst, Customer Relations

Want to take the next step in your career? Come join our team working in person at our Richmond headquarters! As an Analyst, Customer Relations, you will serve as an advocate for Car Max customers—owning complex, high-impact escalations and driving resolution strategies that protect and strengthen the Car Max brand. This role requires sound judgment, strong analytical skills, and the ability to lead outcomes through Car Max's Iconic Issue Resolution approach.

You'll communicate confidently in sensitive situations, influence cross-functional partners, and help elevate team capability through guidance and mentoring. If you're energized by problem-solving, stakeholder management, and delivering decisive outcomes, this role offers meaningful, enterprise-level impact.

Team Overview:
The Customer Relations Analyst completes research and partners with Home Office teams and store management teams in the resolution of customer concerns, including such Home Office teams as:
Executive Offices, Legal, Public Relations, Operational Teams, Risk, Asset Protection, Brand, and Accounting.

Role Responsibilities:

• Lead end-to-end Iconic Issue Resolution for escalated, sensitive, and high-visibility cases, ensuring timely and durable outcomes.
• Independently assess complex scenarios, identify root cause and risk, and recommend resolution paths aligned with policy, brand standards, and customer impact.
• Manage executive-level and high-impact brand inquiries across multiple channels (phone, written correspondence, social platforms, BBB, etc.), maintaining professionalism and confidentiality.
• Influence stakeholders and drive alignment across cross-functional partners to execute resolution strategies and remove barriers to closure.
• Clearly document case strategy, decisions, and outcomes to support transparency, auditability, and enterprise learning.
• Identify trends and recurring issues; provide insights and recommendations to improve processes, reduce repeat escalations, and enhance the customer experience.
• Support team capability through knowledge-sharing, mentoring, and promoting best practices in customer advocacy and case leadership.

Required Qualifications:

• Ability to think organizationally, applying business knowledge to solve problems at the root cause and develop innovative solutions.
• Ability to use own experience to train, develop, and mentor other associates.
• Ability to motivate others, including gaining buy-in to do the right thing for the right reason.
• Ability to build and maintain strong relationships.
• Ability to provide "win-win" solutions while resolving customer service issues in a positive and professional manner.
• Ability to manage complex tasks in a changing environment, in a professional, responsive manner.
• Ability to communicate complex messages both written and verbally to a wide variety of audiences.
• Ability to complete objectives in a timely manner while balancing time, multi-tasking, and interruptions.
• Proven self-starter capable of delivering exceptional results with focus, problem-solving skills, and attention to detail with minimal guidance or instruction.
• Good judgment in selecting methods and techniques for obtaining solutions.
• Ability to use functional knowledge while serving as a resource for internal customers, field management teams, and external customers.
• Basic understanding of social media channels and communities.
• Ability to tolerate stressful interactions with Customers.
• Ability to meet and adhere to Car Max policies, including but not limited to Attendance Policy, Flexible Work Policy, and Acceptable Use Policy.
• Ability to work a flexible schedule to include nights, weekends, and holidays.

Preferred

Qualification:

• Bachelor's degree preferred or equivalent work experience.
• 2+ years of Customer Service experience, preferred; specifically, direct customer interaction with a customer-centric approach.

About Car Max:
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…