Client Support Specialist

2 weeks ago

Tempe, Arizona, United States Carvana Full time
Role Overview: Customer Experience Advocate

As a Customer Experience Advocate, you will represent Carvana, engaging with customers primarily over the phone. Your role will involve celebrating customer successes, empathizing during challenges, and resolving complex issues to ensure a remarkable car-buying journey. Advocates serve as the primary champion for customers, striving to make the process straightforward, enjoyable, and memorable.
Compensation and Benefits:
  • Competitive hourly wage
  • Performance-based pay increases every few months
  • Potential for merit-based raises in the first year
  • Comprehensive medical, dental, and vision coverage
  • Paid holidays and a special day off for your birthday
  • 401K plan with company contributions
  • Assistance with student loan repayments
  • Discounts on vehicle purchases
  • Pet benefits
  • Wellness initiatives for overall health
  • Opportunities for professional growth and skill enhancement
  • Join a rapidly growing company that is transforming the automotive industry
Qualifications:
  • High school diploma or equivalent
  • Prior experience in customer service
  • Proficiency in English, both written and spoken
  • Strong emotional intelligence and de-escalation skills
  • Ability to think critically and make sound decisions
  • Genuine passion for customer service and industry impact
  • Willingness to learn and adapt to new challenges
  • Technologically adept with the ability to navigate various systems
  • Resilient and proactive in taking ownership of tasks
  • Flexibility to embrace new daily challenges
Training Program:
  • Mandatory paid training lasting four weeks
  • Performance expectations must be met to complete training
  • No leave permitted during the training period
Key Responsibilities:
  • Act as the voice of Carvana, handling inbound and outbound customer calls
  • Build rapport with customers and advocate for their needs throughout the buying process
  • Conduct thorough inquiries to understand customer needs and provide real-time solutions
  • Manage a variety of customer interactions, including:
    • Addressing vehicle purchase questions and explaining financing options
    • Resolving account-related issues such as title and registration inquiries
    • Collaborating with internal departments to ensure customer satisfaction
  • Perform additional duties as assigned
Carvana operates in a fast-paced and dynamic environment. This is a full-time hourly position, with potential fluctuations in work hours based on business demands.

As a Customer Experience Advocate, you will be equipped to handle diverse customer calls, including escalations, and will be empowered to turn challenges into positive experiences.

About Carvana:

Carvana is revolutionizing the way individuals search for, purchase, and receive used vehicles. We foster a culture of teamwork, creativity, and innovation, encouraging our employees to take bold actions and set ambitious goals. We are looking for dedicated individuals who thrive in a collaborative and dynamic work environment.

Equal Opportunity Employment:

Carvana is committed to providing equal employment opportunities to all applicants, regardless of race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, disability, or veteran status.

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