Customer Service Representative

Customer Relations, Customer Service Representative

[Start Date As Soon As July 15th, 2024]

In this role, you will be the voice of Carvana and spend the majority of the day on the phone, assisting customers at the various stages of their car-selling journey and reviewing important account documentation. As an advocate you will be educating customers on who we are, what we do and why Carvana is a better way to sell your car! You are the customer's biggest champion and make the car selling process simple and seamless.

We are looking for individuals who are adaptable, have strong communication skills, and are passionate about helping others to join our STC (Sell to Carvana) team to work in person at our Tempe headquarters. Sound like you? Keep reading!

Salary + benefits + perks:

• Full-time hourly rate starting at $18/hour and the ability to make a minimum of $2+/hr by the end of year 1 (must be in good standing).

• 100% Company Paid Healthcare Premiums, Dental, and Vision benefits

• 401(k) with Carvana Match

• Generous paid-time off (104 hours of vacation time in your first year) and your birthday is a holiday!

• A multitude of perks including tuition reimbursement, student loan repayment, discounts on vehicles, benefits for your pets, and much more

Training

• Mandatory paid training will be 3 weeks. No time off will be granted during the training period

• You will be required to demonstrate proficiency in order to graduate training.

About the Role:

We're seeking forward-thinking, fast learners who have strong communication skills and a keen eye for detail. If you like people and enjoy a positive, yet challenging and fun, work environment - we want you!

• 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 process.

• Asking questions, understanding the customers' needs and priorities, and problem-solving.

• Pump customers up about selling their car to Carvana and how the process works.

• Review and verify sensitive materials such as vehicle titles and customer's driver's licenses.

• Encounter a variety of conversations

• Every call is unique! Some examples include:

• Answering vehicle selling inquiries: explaining Carvana Value Tracker, and guiding prospective customers through the selling process

• Helping resolve customer concerns: regarding title transfer, lien payoff, day of vehicle sale questions, any follow up after the sale of the vehicle

• Collaborating with internal teams such as Market Ops, Financial Operations, and other key Carvana departments

• Utilize and navigate between multiple internal and external software tools

• Other duties as assigned

What we require

• 3+ years of experience in a customer centric environment (retail, hospitality, banking/financial services, etc)

• 1+ years in a professional environment where you regularly received coaching + feedback.

• Associates Degree+ preferred

• You are tech-savvy. You can navigate multiple systems, learn new tools, and effectively troubleshoot

• You are resilient

• Have the ability and willingness to learn new things and apply that learning to perform successfully.

• Must be able to maintain composure and efficiently problem solve during escalated situations, always putting forth a solution oriented mindset

• Critical thinker and the ability to make appropriate judgment calls

• Ability to work at least one weekend day per week (Saturday OR Sunday).

• Ability to read, write, speak, and understand English

• Ability to handle phone calls for up to 10 hours a day

It would be great if you also had:

• Bachelor's degree

• Internships or Volunteer Experience

• Certification(s)!

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.

Legal stuff

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.

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.

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

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