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Senior Customer Service Representative

Company: Carvana
Location: Tempe
Posted on: January 15, 2022

Job Description:

LOOK NO FURTHER! If you are passionate about helping people we have the job for you.Carvana Customer Experience Advocates will receive a competitive wage of $22.00/hour and a comprehensive benefits package listed below:

  • 401K with company match
  • Vacation 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 and CAREER!
  • A seat at one of the fastest-growing companies in the country, disrupting a trillion-dollar industryInterview DetailsInterviewing via video (Zoom) or phone**Must live or be relocating within the Phoenix, Arizona metropolitan area** Work Location:Carvana - Tempe, 300 E. Rio Salado Pkwy, Bldg #1 Tempe, AZ, 85281, US Interview dress code: Casual (come as you are, but please be presentable )About the team and positionWe are looking for someone that has a passion for helping people and possesses the drive to achieve superior customer satisfaction. Our goal is simple: to protect Carvana's brand by making sure that every step of the customer's journey is exceptional. The Senior Customer Advocate, will be responsible for problem solving customer complaints in real time and will spend a large majority of the time working to de-escalate high-tension customer situations. This individual will be seen as a go-to subject matter expert and will act like a swiss-army knife of the customer experience. They will be able to easily provide guidance and support to peers, consistently role model the Carvana culture, and act with integrity without supervision. 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.
    • Build relationships with our customers and advocate for them throughout the purchasing process.
    • Work to solve real-time escalations and complete necessary follow up with customers in a timely manner.
    • Assist and coach Advocates through escalated customer situations and provide relevant feedback.
    • Handle and resolve Executive level complaints.
    • Demonstrate critical thinking by considering the downstream impact of your decisions before making the decisions.
    • Acts as a role model for peers. Provides important information and on the spot feedback to peers in a timely manner and assists with any customer questions.
    • Partner with necessary departments or peers to resolve situations.
    • Perform well and behave ethically under first-time, changing or complex conditions.
    • 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
        • 3+ years of work experience in a customer-facing team environment
        • 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.
        • Strong empathy and emotional intelligence
        • Calm, cool, and collected in escalated or high-tension situations
        • Keen problem-solving abilities
        • 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.
        • HS Diploma/GED equivalent requiredOther 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, be comfortable taking inbound and outbound phone calls and understand English.We'll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.DisclaimersHiring 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 , Senior Customer Service Representative, Sales , Tempe, Arizona

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