Customer Experience Advocate

[Start Date As Soon As April 3rd, 2023]

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.

Salary + benefits + perks:

• Competitive wage of $17 per hour
• As a Customer Advocate at Carvana, you have the opportunity for a $0.50 per hour pay increase every 3 months based on performance
• Opportunity for up to 12% merit-based hourly wage increase in year 1
• Available company-paid medical benefits + dental, and vision benefits
• 9 company-paid holidays and your birthday is a holiday
• 401K with company match
• Student loan repayment program
• Employee vehicle discount 
• Benefits for your pets
• Wellness programs for your physical, mental, financial, and social health
• Access to growth and development opportunities to expand your skill set and drive your career
• A seat at one of the fastest-growing companies in the country, disrupting a trillion-dollar industry

What we require:

• High school diploma or GED equivalent
• Previous customer service experience
• Must be able to read, write, speak, and understand English.
• High emotional intelligence and the ability to de-escalate challenging situations
• Critical thinking skills and the ability to make appropriate judgment calls
• Passion for the work we do and the impact we are making within our industry
• Strong learning agility – The ability and willingness to learn new things
• Tech savviness – You can navigate multiple systems, learn new tools, and effectively troubleshoot
• Resilience – We like fast learners that take ownership in their role!
• Willingness to embrace new challenges every day – Adaptability and flexibility are critical!

It would be great if you also had:

• Bachelor’s degree
• 1+ years of customer service experience
• Previous retail, restaurant, and/or hospitality experience

Of course, we’ll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.

About the Role:

• Be the voice of Carvana! You will interact with customers on the phone, receiving inbound calls and making outbound calls
• Build relationships with customers and advocate for them throughout the car buying process
• Ask probing questions, understand the customers’ needs and priorities, and problem-solve in real time
• Encounter a variety of conversations - Every call is unique! Some examples include:
• Answering vehicle purchase inquiries: 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
• Collaborating with internal teams such as Registration, Financial Operations, and other key Carvana departments
• Other duties as assigned

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.

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.

About Carvana:

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.

Team spirit 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.

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!

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.