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Customer Experience Advocate - Tempe HE
carvana     Tempe, AZ 85281 (Telecommute)
     

ADVOCATE, CUSTOMER EXPERIENCE
About Carvana
Our mission is simple, we are changing the way people buy cars. We are the first 100% online car-buying experience, which means we have no sales team and no commission-based positions within our company. We are completely disrupting the auto industry by removing the painful process of the dealership experience and replacing it with a seamless and convenient online platform. Here at Carvana we are passionate about delivering exceptional service to every customer! After purchasing a vehicle online, the customer can choose to have that vehicle delivered straight to their doorstep, or if they live near one of our awesome vending machines they can pick it up there. One of our customer advocates will meet them with a BIG coin so they can experience our unique way of receiving their vehicle!

About the team and position
The Customer Experience Advocate, will be responsible for educating customers on who we are, what we do, and why Carvana is a better way to buy a car and will spend the majority of their day on the phone assisting customers at various stages of their car-buying journey. An advocate is the customer’s biggest champion and makes car-buying simple and seamless. At Carvana, we focus on 6 Key Principles which include Empathy, Passion, Commitment, Anticipation, Clarity, and demonstrating that Every Customer Matters on every call.

What you’ll be doing
Be the voice of Carvana. You will interact with customers on the phone, receiving inbound calls, and also making outbound calls.
Building relationships with our customers and advocating for them throughout the purchasing process.
Asking questions, understanding the customers’ needs and priorities, and problem-solving.
You will encounter a variety of conversations, up to and including:
Vehicle purchase inquiries; selecting the right vehicle, explaining financing terms, and guiding prospective customers through the buying process.
Helping resolve customer account issues; title & registration, repairs needed after vehicle delivery, and financing inquiries.
Collaborate with internal teams such as the Resolution department, Titles/Registration, Financial Operations, and other key Carvana departments.
Review and verify sensitive materials such as vehicle titles and customer driver's licenses.
Be high energy and forward-thinking. We like fast learners that take ownership in their role!
Anticipating issues, leaning into problems, and resolving them quickly.
Multitasking and prioritizing with the swiftness of a ninja.
Embracing new challenges every day. Being adaptable and flexible is critical!
Follow up on items…and follow up…and follow up again, just because you weren’t sure the first two times.
You will not leave your personality at home. We thrive by building a team with unique perspectives. Our strength is in our diversity of opinions.
Zagging forward by identifying how we can improve and streamline our business processes.

What you should have
High School Diploma, GED, or equivalent education required.
1+ year of customer service experience.
Bachelor’s Degree preferred.
Have a sense of humor. Kinda serious about this one…
Have an understanding of the value of teamwork and how teams work.
Have a heightened sense of urgency, heightened attention to detail, and be able to communicate our customer offering.
You will not leave your personality at home. We thrive by building a team with unique perspectives. Our strength is in our diversity of opinions.
It would be great if you also had
Empathy: You care that a customer's experience is one worthy of your own loved ones. You genuinely match your approach and response based on seeking to understand each customer. You put yourself in the customer's shoes and you take action to help.
Passion: You are the voice and champion of the Carvana experience and products we offer. You breed enthusiasm among your customers and peers. You always do the right thing!
Commitment: You build trust with each customer by providing transparency to a traditionally murky process. You’re eager to see the customer experience all the way through, persevering through roadblocks and following through on your commitments to the customer.
Anticipation: You have foresight; you know where the customer needs to go next, even before they do. You listen for context clues and identify what the customer may not know in order to lead them to the most effective next step, resolution or outcome.
Clarity: You are knowledgeable and accurate; skilled at translating the Carvana experience and complex ideas into relatable information for the customer. You use resources wisely and stay up to date on changes to policies and procedures.
Every Customer Matters: You show up, you're focused, and you act with a sense of urgency & purpose in each interaction.
What we’ll offer in return
Full-Time Hourly Position with competitive wages
Medical, Dental, and Vision benefits
401K with company match
A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more
A great wellness program to keep you healthy and happy both physically and mentally
Access to opportunities to expand your skill set and share your knowledge with others across the organization
A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development
A seat in one of the fastest-growing companies in the country

Other requirements:
To be able to do your job at Carvana, there are some basic requirements we want to share with you.
Must be able to read, write, speak, and understand English.

We’ll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.

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

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.

Please note 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.

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Job Details


Seniority Level

Some work experience (up to 5 years, non-manager)

Employment Type

Full Time