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Customer Advocate, Experience Team

Company: Carvana
Location: Tempe
Posted on: May 5, 2021

Job Description:

About CarvanaOur 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 disrupting the auto industry by removing the painful process of the dealership experience and replacing it with a seamless and convenient online platform.About the team and positionAs a Customer Advocate, you will be responsible for educating customers on who we are, what we do, and why Carvana is a better way to buy a car. You'll spend the majority of your 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. After you master the basics, you'll quickly start to be trained on more difficult types of calls - such as when a customer calls in after their car delivery with a problem or issue they need help resolving. At Carvana, we focus on 6 Key Principles which include Empathy, Passion, Commitment, Anticipation, Clarity, and demonstrating that Every Customer Matters on every call.Carvana is fast-paced, dynamic, and ever-changing. This is a full-time, hourly position. Our work hours will flex up during busy months (Tax Season/Black Friday) and flex down certain times of year due to seasonality. There will be opportunities for overtime as demand goes up. Depending on volume, mandatory overtime may be required during certain times of the year. Zagging Forward is our jam and we ask a lot from our team when it comes to flexibility!Working Virtually at CarvanaWe have taken steps to support the health and well-being of current and potential employees. Our interview process is hosted virtually and our training programs are now delivered online. This role is temporarily remote/home-based, with the intention of returning to our Tempe corporate office in the future.While we are working from home, employees must be comfortable with our 'camera-on' culture in interacting with peers and leaders. Customer interactions are over the phone.Must live within the Phoenix, Arizona metropolitan areaWhat you need to be successful in this temporarily remote/work from home role* Quiet work environment with minimal interruptions/distractions* High speed, hard wired Ethernet/broadband Internet connection* You must have a cell phone with camera capabilities* Ability to navigate Windows-based and web browser applications* A monthly reimbursement will be provided for phone/internet expenses* Computer and equipment will be providedWhat 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, right when you've mastered the foundational skills for one type of call, you will move on to learn new types of calls.* Vehicle purchase inquiries; selecting the right vehicle, 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* Collaborate with internal teams such as the Resolution department, Titles/Registration, Financial Operations, and other key Carvana departments* Be a champion for the customer, trouble-shooting issues, providing clarity and empathetic resolution.* 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 processesWhat we require* HS Diploma/GED equivalent required* Bachelor's Degree preferred and 1+ year of customer service experience* In lieu of Bachelor's degree, 3+ years customer service experience required* Previous retail, restaurant, or hospitality experience preferred* Strong learning agility; the ability and willingness to learn new things and then apply that learning to perform successfully in the role* Have a sense of humor. Kinda serious about this one * Display critical thinking and ability to make appropriate judgment calls where needed* Have a passion for the work we do and the impact we are making within our industry* Have a heightened attention to detail, being able to anticipate the customer's needs* You are tech-savvy. You can navigate multiple systems, learn new tools, and effectively troubleshoot.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 and purpose in each interaction.What we'll offer in return* Full-Time hourly position offered at $18 per hour* $75 monthly reimbursement for cell phone/internet* Medical, Dental, and Vision benefits* 401K with company match* Vacation accrual and a paid day off for your birthday* A multitude of perks including student loan payment program, 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 growth and development opportunities to expand your skillset* A seat at one of the fastest-growing companies in the country, disrupting a trillion dollar industryOther requirementsTo 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.Of course, we'll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.Legal stuffHiring 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.

Keywords: Carvana, Tempe , Customer Advocate, Experience Team, Other , Tempe, Arizona

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