Customer Experience Advocate

[Start Date As Soon As September 9th, 2024]

We’re looking for individuals to be the voice of Carvana - this role is a phone-based, customer-facing position! You will celebrate with customers, empathize when things go wrong, and resolve complex challenges when they arise. You are the customer’s biggest champion and make the process simple, seamless, and unforgettable! 

Join our team of Advocates to work in person at our Tempe headquarters!

Unlock Your Earning Potential Quickly!

Are you ready to fast-track your career? We offer a competitive starting hourly rate of $18.00 with substantial growth opportunities based on performance. You can boost your earnings within a short timeframe:

• Starting Pay: $18.00 per hour
• In 6-Months: $19.00+ per hour
• In 12-Months: $20.00+ per hour (+12% annual increase)
• In 24-Month: $22.00+ per hour (+10% annual increase)

Fast Track Advancement Opportunities: Stellar performers achieve higher pay rates sooner based on exceptional performance and dedication. With increases tied to individual performance, you could be earning $23+ by the end of your first year. Your hard work and stellar performance won't go unnoticed.

Benefits + Perks:

We continually invest in our team members’ success because when our team members grow, we grow. Our benefits + perks add an average of $6/hr to your total rewards. Here is how we invest in you:

• Compensation: Competitive, Performance-Based Compensation PLUS 401(k) with Carvana match, opportunity for overtime during busy seasons, student loan repayment programs and employee stock purchase plan discount!
• Health & Wellness: 100% Company Paid Healthcare Premiums plus Dental + Vision benefits. Wellness program to support mental, physical and financial health. We know pets are family too! Benefit from our pet care savings program to keep your furry friends healthy and happy.
• Time Off & Work-Life Balance: Generous paid-time off (13 days for first year, increases to 20 days thereafter) PLUS 9 company paid holidays including your birthday!
• Professional Development: Extensive internal growth and professional development opportunities including tuition reimbursement.
• Onsite Perks and Exclusive Discounts: Onsite kitchen with snacks & regular team lunches. Discounts from over 700,000 retailers through our Access Perks program.
• And more!

Join us so you can build a career vs. just having a job! 

Training 

• Training (4 weeks) will be paid at the full-time hourly rate! In order to best set you up for success, we are unable to grant time off during the training period. 
• You will be required to demonstrate proficiency in order to graduate training.

Schedule

At Carvana, we thrive in a fast-paced, dynamic, and ever-changing environment. This is a full-time, hourly position with work hours that may fluctuate based on business needs, during peak periods (such as Tax Season) you can expect an increase in hours, while other times of the year might see a decrease.

• Overtime: Depending on call volume, overtime may be required.
• Work Shifts: After completing training, you will be assigned a shift based on business needs. Our team operates between the hours of 5:00 AM and 7:00 PM, Monday through Sunday, including holidays.
• Shift Options: We offer two primary shift schedules:
• 5x8: Five days a week, eight hours per day.
• 4x10: Four days a week, ten hours per day.
• What else? Ability to work at least one weekend day per week (Saturday OR Sunday)

About the Role:

We're looking for passionate, fast learners who have strong communication skills and are committed to making a difference.  If you like people and enjoy a positive, yet challenging and fun, work environment – we want you!

• Be the voice of Carvana! You will be trained and empowered to handle all call types; interacting with customers via inbound + outbound calls (including escalations). 
• Build relationships with customers and advocate for them throughout the car-buying journey.
• Ask probing questions, understand the customers’ needs and priorities, and problem-solve in real time.
• Encounter a variety of conversations - Every call is unique! Some examples include:
• Answering vehicle purchase inquiries: explaining financing terms, and guiding prospective customers through the buying process
• Helping resolve customer account issues: title and registration, repairs needed after vehicle delivery, and financing inquiries
• Collaborating with internal teams such as Registration, Financial Operations, and other key Carvana departments
• Utilize and navigate between multiple internal and external software tools
• Other duties as assigned

What we require:

• 3+ years of experience in a customer-centric environment (retail, hospitality, banking/financial services, etc)
• 2+ years in a professional environment where you regularly received coaching + feedback.
• High School Diploma Required (College Degree Preferred)
• Tech-savviness: Able to navigate multiple systems, learn new tools, and effectively troubleshoot
• Resiliency: Ability and willingness to learn new things; apply that learning to perform successfully.
• Must be able to maintain composure and efficiently problem-solve during escalated situations, always putting forth a solution-oriented mindset
• Critical thinker and the ability to make appropriate judgment calls 
• Ability to read, write, speak, and understand English 
• Ability to handle phone calls for up to 10 hours a day 

It would be great if you also had:

• Internships or Volunteer Experience
• Certification(s) - We value investing in your personal and/or professional development!

Legal stuff

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Carvana is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. Carvana also prohibits harassment of applicants or employees based on any of these protected categories.

Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship. 

Of course, we’ll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.

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Last updated on Aug 22, 2024