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Customer Experience Team Lead

2 months ago

Tempe, Arizona, United States Carvana Full time
About the Team and Position

The Customer Experience Team Lead will drive individual development and team success through constructive coaching and results-oriented motivation. This individual will work closely with our Advocates and Managers to ensure that the Customer Experience team performs to the best of their ability.

Responsibilities
  • Leading, mentoring, and motivating the Customer Experience team to perform at the highest level.
  • Ensuring all Advocates meet or exceed all Carvana standards.
  • Actively looking for ways to improve the overall customer and Advocate team experience.
  • Implementing policies and procedures to exceed customer advocate standards.
  • Maintain and produce daily, weekly and monthly reports of quality metrics and respective targets and goals.
  • Addressing and effectively managing complex and sensitive customer-facing issues.
  • Proactively communicating with leadership regarding business performance, adverse impact of decisions on the customers and potential risks to the business.
  • Being a continuous positive force within the office, creating strong morale and spirit throughout the Advocate team.
Requirements
  • 2+ years of supervisory/leadership experience.
  • High School Diploma, GED, or equivalent education required.
  • Ability to communicate clearly and concisely, both internally and externally.
  • Ability to effectively delegate tasks to team members.
  • Ability to multitask and prioritize effectively.
  • Ability to diagnose and resolve complex issues.
  • Experience working with all levels of management.
  • Strong ability to coach and motivate others.
  • Experience with strategic planning and process improvement.
  • Successful track record of guiding teams to exceed goals.
  • Strong customer relations skills.
  • Ability to diagnose and solve problems.
  • Strong project management skills.
  • Excellent interpersonal and leadership skills.
  • Willingness to work on weekends.