Location: Richmond, VA, USA
8901 - Corp Office West Crk - 12800 Tuckahoe Creek Parkway, Richmond, Virginia, 23238
CarMax, the way your career should be!
The Social Care Chat Analyst's (SCCA's) primary focus is to provide iconic customer service through chat and multiple social media channels. The SCCA will help a variety of contact types, including sales and appraisals, general inquires, escalated customer concerns, and crisis situations raised in chat and our social media platforms; such as Facebook, Twitter, Google Reviews, etc. They will also support executive and customer emails, BBBs, media inquiries and phone calls.
**What you will do - Essential Responsibilities**
+ Support our customers from start to finish, while providing an iconic customer experience.
+ Monitor and respond to customers in chat and social platforms.
+ Represent our brand by engaging with customers and responding to media inquiries in a way that aligns with CarMax's customer service philosophy.
+ Support customers in executive and customer emails, BBB, media contacts and phone calls.
+ Partner with stores in support of customers with sales, appraisals, and resolve customer concerns at all levels of the organization using the issue resolution process.
**Purpose of the role**
The Social Care Chat Analyst represents our brand by supporting our customers in their car buying and selling experience. They actively engage with customers while nurturing CarMax's reputation. They also resolve customer concerns at all levels of the organization by making recommendations on customer resolutions, gaining buy-in and providing feedback as needed to align the resolution with our brand. They work in partnership with Home Office teams, as well as store management to support our customers.
**Qualifications and Requirements**
+ Ability to communicate clearly and effectively through verbal, written, and non-verbal methods.
+ Ability to use functional knowledge while serving as a resource for internal customers, field management teams & external customers.
+ Ability to provide "win-win" solutions while resolving customer service issues in a positive and professional manner.
+ Strong research and decision-making abilities; thinks logically and has a thought process that is practical and grounded, considers impact of decisions.
+ Leadership, relationship & collaboration experience amongst peers and business partners
+ Ability to apply critical thinking while work independently and productively on escalated concerns.
Education and/or Experience:
+ Previous chat and/or sales customer support experience preferred.
+ At least 2+ years Customer Service experience.
+ Four-year BA/BS degree in Communications and/or Marketing preferred.
+ Strong written and verbal communication skills.
+ Basic understanding of social media channels and communities.
+ Ability to maintain a professional demeanor during all interactions with internal and external customers.
+ Available on weekends approximately every 6 weeks to support escalated customers and brand reputation efforts, and up to 2 nights per week to support the business. On call for after hours and weekends for infrequent crisis situations.
CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation's largest retailer of used cars, with over 200 locations nationwide.
Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®.
CarMax 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, CarMax will consider reasonable accommodation to complete the CarMax Job Application.