Customer Advocate Field Operations - Columbus

<h1 style="text-align: center;"><strong>Customer Experience Advocate</strong></h1> <h2 style="text-align: center;"><strong>[Start Date As Soon As April 3rd, 2023]</strong></h2> <p>&nbsp;</p> <p><span style="font-weight: 400;">Customer Experience Advocates are the voice of Carvana and spend the majority of the day on the phone, celebrating with customers, empathizing when things go wrong, resolving complex challenges when they arise, and creating an amazing, unforgettable car-buying experience for our customers. An advocate is the customer’s biggest champion and makes the process simple, seamless, and fun! We are urgently hiring Customer Experience Advocates to work in person at our Tempe headquarters.</span></p> <h2><strong>Salary + benefits + perks:</strong></h2> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Competitive wage of $17 per hour</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">As a Customer Advocate at Carvana, you have the opportunity for a $0.50 per hour pay increase every 3 months based on performance</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Opportunity for up to 12% merit-based hourly wage increase in year 1</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Available company-paid medical benefits + dental, and vision benefits</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">9 company-paid holidays and your birthday is a holiday</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">401K with company match</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Student loan repayment program</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Employee vehicle discount&nbsp;</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Benefits for your pets</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Wellness programs for your physical, mental, financial, and social health</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Access to growth and development opportunities to expand your skill set and drive your career</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">A seat at one of the fastest-growing companies in the country, disrupting a trillion-dollar industry</span></li> </ul> <h2><strong>What we require:</strong></h2> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">High school diploma or GED equivalent</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Previous customer service experience</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Must be able to read, write, speak, and understand English.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">High emotional intelligence and the ability to de-escalate challenging situations</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Critical thinking skills and the ability to make appropriate judgment calls</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Passion for the work we do and the impact we are making within our industry</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Strong learning agility – The ability and willingness to learn new things</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Tech savviness – You can navigate multiple systems, learn new tools, and effectively troubleshoot</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Resilience – We like fast learners that take ownership in their role!</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Willingness to embrace new challenges every day – Adaptability and flexibility are critical!</span></li> </ul> <h3><strong>It would be great if you also had:</strong></h3> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Bachelor’s degree</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">1+ years of customer service experience</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Previous retail, restaurant, and/or hospitality experience</span></li> </ul> <p><span style="font-weight: 400;">Of course, we’ll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.</span></p> <p>&nbsp;</p> <h2><strong>About the Role:</strong></h2> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Be the voice of Carvana! You will interact with customers on the phone, receiving inbound calls and making outbound calls</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Build relationships with customers and advocate for them throughout the car buying process</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Ask probing questions, understand the customers’ needs and priorities, and problem-solve in real time</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Encounter a variety of conversations - Every call is unique! Some examples include:</span></li> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Answering vehicle purchase inquiries: explaining financing terms, and guiding prospective customers through the buying process</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Helping resolve customer account issues: title and registration, repairs needed after vehicle delivery, and financing inquiries</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Collaborating with internal teams such as Registration, Financial Operations, and other key Carvana departments</span></li> </ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Other duties as assigned</span></li> </ul> <p>&nbsp;</p> <p><span style="font-weight: 400;">Carvana is fast-paced, dynamic, and ever-changing. This is a full-time, hourly position. Our work hours may flex up during busy months (Tax Season/Black Friday) and flex down at certain times of year due to business need. Depending on call volume, overtime may be required.</span></p> <p><span style="font-weight: 400;">This department takes a wide variety of calls, and each one is unique. Advocates are trained and empowered to handle all different types of calls, including escalations. We anticipate issues, offer resolutions, and turn not-so-great experiences into unforgettable ones.</span></p> <h2>&nbsp;</h2> <h2><strong>About Carvana:</strong></h2> <p><span style="font-weight: 400;">We sell cars, but we’re not salespeople. Since 2013, we’ve been making it our mission to change the way people search for, purchase, trade-in, finance, and receive used vehicles, and we’re not taking our foot off of the gas anytime soon.</span></p> <p><a href="https://youtu.be/3bGKYXHDwh4"><span style="font-weight: 400;">Team spirit</span></a><span style="font-weight: 400;"> is evident at Carvana and every day we let our passion and creativity foster innovation. We take big swings, set ambitious goals, and challenge each other to make process-driven decisions in everything we do.</span></p> <p><span style="font-weight: 400;">We're seeking daring minds who can help us remain ahead of the curve and are committed to making a difference. If you like people and enjoy a positive, yet challenging and fun, work environment – we want you!</span></p> <h2>&nbsp;</h2> <h2><strong>Legal stuff</strong></h2> <p><span style="font-weight: 400;">Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship.</span></p> <p><span style="font-weight: 400;">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.</span></p> <p><span style="font-weight: 400;">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.</span></p>