Experienced Customer Service Representative and Customer Advocate – Delivering Exceptional Customer Experiences in the Automotive Industry

Introduction to Carvana and Our Mission

At Carvana, we're revolutionizing the way people buy and sell cars. As a leader in the automotive industry, we're committed to providing an unparalleled customer experience that's simple, seamless, and unforgettable. Our team of dedicated professionals is passionate about making a difference in the lives of our customers, and we're looking for like-minded individuals to join our ranks. If you're a customer-centric, results-driven, and tech-savvy individual who is eager to grow and learn at a rapid pace, we want to hear from you.

About the Role: Customer Service Representative and Customer Advocate

We're seeking a highly skilled and motivated Customer Service Representative and Customer Advocate to join our team in Tempe, Arizona. As a Customer Care Advocate, you will be the voice of Carvana, supporting our customers throughout their car-buying or selling journey. Your primary responsibility will be to build strong relationships with customers, understand their needs and priorities, and provide tailored solutions to ensure an exceptional customer experience.

Key Responsibilities:

• Build relationships with customers via inbound and outbound calls, and advocate for them throughout the car-buying or selling process
• Review and verify sensitive customer documentation with accuracy and efficiency
• Ask probing questions, understand customer needs and priorities, and problem-solve in real-time
• Utilize and navigate multiple internal and external software tools to provide seamless support
• Manage work through task-driven queues while multitasking in a fast-paced environment
• Address customer concerns or account issues at a higher level, and provide timely resolutions
• Collaborate with internal teams to ensure a cohesive and customer-centric approach

Essential Qualifications:

To be successful in this role, you will need:

• 2+ years of experience in customer-facing roles, preferably in the automotive or retail industry
• High School Diploma or GED required; college degree preferred
• Technical proficiency: ability to navigate multiple systems, learn new tools, and effectively troubleshoot
• Resiliency: ability and willingness to learn new things, apply that learning to perform successfully, and adapt to changing situations
• Critical thinking: demonstrates ability to make appropriate judgment calls and provide timely resolutions
• Excellent communication skills: ability to read, write, speak, and understand English
• Ability to handle phone calls and casework for up to 10 hours a day

Preferred Qualifications:

While not required, the following qualifications are highly desirable:

• Experience in the automotive industry, particularly in sales, customer service, or a related field
• Knowledge of customer relationship management (CRM) software and other relevant tools
• Previous experience in a fast-paced, dynamic environment with a focus on customer satisfaction
• Ability to work in a team-oriented environment and collaborate with internal stakeholders

Skills and Competencies:

To excel in this role, you will need to possess the following skills and competencies:

• Exceptional customer service skills: ability to provide tailored solutions, empathize with customers, and ensure a positive experience
• Strong communication and interpersonal skills: ability to build relationships, negotiate, and resolve conflicts
• Technical skills: ability to navigate multiple software tools, learn new systems, and troubleshoot issues
• Problem-solving and critical thinking skills: ability to analyze situations, identify solutions, and provide timely resolutions
• Time management and organizational skills: ability to prioritize tasks, manage multiple projects, and meet deadlines

Career Growth Opportunities and Learning Benefits:

At Carvana, we're committed to the growth and development of our team members. As a Customer Service Representative and Customer Advocate, you will have access to:

• Extensive internal growth and professional development opportunities
• Performance-based compensation increases and career advancement opportunities
• Tuition reimbursement and student loan repayment programs
• Equity opportunities through Carvana Shares and our Employee Stock Purchase Plan
• A dynamic and supportive work environment that fosters collaboration, innovation, and creativity

Work Environment and Company Culture:

Our Tempe headquarters offers a unique and dynamic work environment that's designed to inspire creativity, collaboration, and innovation. As a Carvana team member, you can expect:

• A competitive starting hourly rate of $20/hr with substantial growth opportunities based on performance
• A comprehensive benefits package, including 100% company-paid healthcare premiums, dental and vision benefits, and a wellness program
• Generous paid time off, including 13 days for the first year, increasing to 20 days thereafter, plus 9 company-paid holidays
• A pet-friendly work environment and pet care savings program
• A fun and inclusive company culture that celebrates diversity, equity, and inclusion

Compensation, Perks, and Benefits:

Our compensation package is designed to reward your hard work and dedication. As a Customer Service Representative and Customer Advocate, you can expect:

• A competitive starting hourly rate of $20/hr, with opportunities for growth and advancement
• Performance-based compensation increases, including a $0.50 increase every 90 days after 6 months
• A comprehensive benefits package, including health, dental, and vision insurance, and a 401(k) plan with company match
• Generous paid time off, including holidays and vacation days
• A fun and inclusive company culture that celebrates diversity, equity, and inclusion

Conclusion:

If you're a customer-centric, results-driven, and tech-savvy individual who is eager to grow and learn at a rapid pace, we want to hear from you. As a Customer Service Representative and Customer Advocate at Carvana, you will have the opportunity to make a real difference in the lives of our customers, while also advancing your career and developing your skills. Don't miss out on this exciting opportunity to join our team and be a part of something bigger. Apply today and take the first step towards an unforgettable career with Carvana!