Customer Support Specialist

Job Description

Job Description

Ready to build your career? Join our team of Advocates working in person at our Tempe headquarters! As a Customer Care Advocate you'll be revolutionizing the car buying journey by making the process of buying and/or selling a car simple, seamless, and unforgettable. You'll be the customer's biggest champion.

We're looking for people who are willing to roll up their sleeves and are eager to challenge themselves to grow and learn at a rapid pace. Successful candidates will be the voice of Carvana, building relationships with customers and advocating for them throughout their car-buying or selling journey.

As the voice of Carvana, you'll be at the heart of our customer experience, supporting our Sell to Carvana, Verification, or Customer Experience teams. In this role, you will:

• Create exceptional experiences by building genuine relationships with customers, guiding them through their car-buying or selling journey with empathy and expertise (via inbound and outbound calls).
• Adapt and thrive in our fast-paced environment, demonstrating resilience and embracing new challenges.
• Problem-solve with a purpose, using your critical thinking skills to actively listen to customer needs and find effective solutions in real-time.
• Drive efficiency and accuracy by reviewing and verifying sensitive customer documentation (via casework) with the swiftness of a ninja.
• 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 needs - 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.

• 2+ years of customer service experience in a fast-paced or high-volume environment.
• High school diploma or GED required; Associate or Bachelor's degree preferred.
• Tech-savviness: You navigate multiple systems like a pro, learn new tools with ease, and troubleshoot effectively.
• Resiliency: You're always ready to learn new things and apply your knowledge to make an impact.
• Critical thinking: You have a knack for making smart decisions on the fly.
• Ability to handle phone calls/casework for up to 10 hours a day
• Ability to read, write, speak, and understand English

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.

We believe in recognizing and rewarding hard work. With increases tied to individual performance, you could be earning $23+ after 12 months.

Investing in You: Benefits & Perks

We believe that when our team members thrive, so does Carvana. That's why we offer a comprehensive Total Rewards package designed to support your success and well-being.

Financial Well-being:

• Competitive base pay PLUS performance-based compensation opportunities
• 401(k) retirement plan with Carvana matching contributions
• Opportunity for overtime during peak seasons
• Employee Stock Purchase Plan and Carvana Shares annual grant program, allowing you to invest in Carvana's future

Career Growth & Development:

• "Careers Not Jobs" philosophy with clear paths for advancement and accelerated growth. Hard work and stellar performance don't go unnoticed
• Tuition reimbursement for those pursuing a bachelor's degree and a student loan repayment program for those who already have one
• Extensive internal growth and professional development opportunities to help you reach your full potential

Health & Wellness:

• 100% company-paid healthcare premiums for comprehensive medical coverage
• Dental and vision benefits to care for your overall health
• Wellness programs focused on supporting your mental, physical, and financial health
• Pet care savings program because we know your furry friends are family too!

Work-Life Balance:

• Generous paid time off starting with 13 days in your first year, increasing to 20 days in year two and beyond
• 9 company-paid holidays, including your birthday, because we celebrate you!

And more!

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.