Customer Support Specialist

*NEW* Customer Care Advocate Position

A Customer Care Advocate is the customer’s biggest champion and makes the process of buying and/or selling a car simple, seamless, and unforgettable. We’re looking for bright people who are willing to roll up their sleeves and are eager to raise the bar every day while challenging themselves to grow and learn at a rapid pace.  

Ready to build your career? Join our team of Advocates to work in person at our Tempe headquarters!

Unlock Your Earning Potential Quickly!

We offer a competitive starting hourly rate of $20/hr with substantial growth opportunities based on performance. You can boost your earnings within a short timeframe:

• Starting Pay: $20/hr
• At 4 Months: $21/hr
• At 6-Months: $22/hr

After 6 months you unlock the remainder of our performance-based Careers Not Jobs program which allows eligible team members an additional compensation increase ($0.50) every 90 days. 

Benefits + Perks:

We continually invest in our team members’ success because when our team members grow, we grow. Our benefits + perks may add an average of $6/hr to your total rewards. Here is how we invest in you:

• Compensation: Competitive, Performance-Based Compensation PLUS 401(k) with Carvana match, opportunity for overtime during busy seasons
• Fast Track Advancement Opportunities: Stellar performers achieve higher pay rates sooner based on performance. With increases tied to individual performance, you could be earning $24+ by 12 months - hard work and stellar performance won't go unnoticed.
• Health & Wellness: 100% Company Paid Healthcare Premiums plus Dental + Vision benefits. Wellness program to support mental, physical and financial health. We know pets are family too! Benefit from our pet care savings program to keep your furry friends healthy and happy.
• Time Off & Work-Life Balance: Generous paid time off (13 days for the first year, increases to 20 days thereafter) PLUS 9 company paid holidays including your birthday!
• Education Support:  We support you depending on where you are at in your education journey - if you are looking to pursue a bachelor's degree, we offer tuition reimbursement. And if you already have your bachelors degree we have a student loan repayment program!
• Equity: Carvana Shares is something that we grant to our team members on an annual basis where you get to be an ‘owner’ in the company. We also offer an Employee Stock Purchase Plan discount!
• Professional Development: Extensive internal growth and professional development opportunities
• And more!

About the Role:

We’re looking for individuals to be the voice of Carvana - this role is a customer-facing position and will support either our Customer Experience, Verification or Sell to Carvana Advocates teams. In this role you will:

• Build relationships with customers (via inbound/outbound calls) and advocate for them throughout the car-buying or selling journey.
• Review and verify sensitive customer documentation (via casework)  with the swiftness of a ninja. 
• Ask probing questions, understand the customers’ needs and priorities, and problem-solve in real-time.
• Encounter a variety of conversations - every day is unique! Some examples could include:
• Answering vehicle purchase or selling inquiries and guiding prospective customers through the buying or selling process. 
• Addressing customer concerns or account issues at a higher level.
• Managing work through task-driven queues while multitasking in a fast-paced environment.
• Utilize and navigate between multiple internal and external software tools.
• Help us build a stronger company. Every day.
• Other duties as assigned.

This is a full-time, in-office, hourly position with an assigned schedule. Hours per week could vary based on business need - our standard is a 38-45 hour work week. Successful candidates must be willing and able to be flexible as our schedules include weekends, holidays and overtime.

What we require:

• 2+ years of experience 
• College Degree  Preferred
• High School Diploma or GED Required 
• Tech-savviness: Able to navigate multiple systems, learn new tools, and effectively troubleshoot
• Resiliency: Ability and willingness to learn new things; apply that learning to perform successfully
• Critical thinking: Demonstrates  ability to make appropriate judgment calls 
• Ability to read, write, speak, and understand English 
• Ability to handle phone calls/casework for up to 10 hours a day 

Several of our Customer Care teams are hiring and you may be considered for multiple opportunities where your skills and qualifications align. Some of the areas we hire Customer Advocates could include any of the following:

• Customer Experience
• Verification
• Sell to Carvana

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.