Customer Service Advocate

About the role

Become a vital member of the team at Carvana, the leading used vehicle retailer in the United States. In this role, you will be the main point of contact for customers utilizing our innovative Vending Machine system, ensuring that every interaction related to car buying is and enjoyable. Your commitment to customer satisfaction will play a crucial role in enhancing the overall experience for our clients.

Key facts

What you'll do

• Oversee the process of vehicle pickups for customers at our unique Vending Machine facility, ensuring a smooth experience.
• Handle essential documentation, ensuring all paperwork is completed accurately and entries in our tracking system are meticulously maintained.
• Address minor technical issues that may arise during the vending process, ensuring that service quality remains high.
• Uphold a clean driving record while safely operating vehicles in accordance with company policies.
• Perform vehicle detailing tasks and assist in the loading or unloading of inventory into the Vending Machine.
• Provide exceptional customer service by addressing inquiries and resolving issues promptly and professionally.
• Collaborate with team members to enhance operational efficiency and customer satisfaction.
• Engage in continuous learning about our products and services to better assist customers and provide informed recommendations.
• Participate in training sessions and team meetings to stay updated on company policies and procedures.
• Maintain a clean and organized work environment, ensuring that all safety protocols are followed.
• Assist in the onboarding of new team members by sharing knowledge and best practices.
• Contribute to a positive team culture by supporting colleagues and celebrating successes together.

Requirements

• At least 2 years of experience in a role that involves direct customer interaction.
• Must be at least 21 years old and possess a valid driver's license.
• Physical capability to lift, carry, push, or pull items weighing up to 50 lbs.
• Ability to stand, walk, and perform various physical tasks for up to 8 hours a day, including reaching, kneeling, and climbing.
• Willingness to work in both indoor and outdoor settings, with the potential for exposure to various weather conditions.
• Proficient in reading, writing, and speaking English fluently.
• Must secure a Notary commission within 90 days of employment.
• California residents are required to obtain a Vehicle Verifier license within 90 days of starting.
• Must meet state criteria for accessing DMV, title, and registration systems.
• Flexibility to work any day of the week, including weekends, with a rotating schedule.
• Available shifts are from 7 am to 3 pm or 1 pm to 9 pm.

Nice to have

• Experience in the automotive industry or a related field.
• Familiarity with customer relationship management (CRM) software.
• Previous experience in a fast-paced retail or service environment.
• Bilingual abilities, particularly in Spanish, to assist a diverse customer base.
• Strong problem-solving skills and the ability to think on your feet.

Skills & tools

• Proficient in customer service and adept at conflict resolution.
• Basic technical troubleshooting skills to address minor issues with the vending system.
• Strong documentation and record-keeping abilities.
• Experience in vehicle detailing and inventory management.

Practical notes

• The starting hourly wage is set at $22, with opportunities for performance-based raises to $22.50 after three months and $23 after six months, potentially reaching $24 within the first year.
• Comprehensive benefits package includes fully covered healthcare premiums, dental and vision insurance, a 401(k) plan with company matching, and savings options for pet care.
• Employees are entitled to 13 days of paid time off in the first year, which increases to 20 days in subsequent years.
• Tuition reimbursement is available for those pursuing bachelor's degrees, along with a student loan repayment assistance program.
• Employees can benefit from annual equity grants and discounts on stock purchases.
• Please note that this position does not offer visa sponsorship.