Customer Service Representative / Customer Advocate

About the position

The Customer Care Advocate at Carvana serves as the primary champion for customers, ensuring a seamless and memorable experience in buying or selling a car. This role is customer-facing and involves building relationships, verifying documentation, and addressing customer inquiries while navigating a fast-paced environment. Advocates are expected to be proactive, resilient, and tech-savvy, contributing to the overall success of the company by supporting various customer service teams.

Responsibilities

• 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 with efficiency.
• Ask probing questions to understand customer needs and problem-solve in real-time.
• Answer vehicle purchase or selling inquiries and guide customers through the process.
• Address customer concerns or account issues at a higher level.
• Manage work through task-driven queues while multitasking in a fast-paced environment.
• Utilize and navigate between multiple internal and external software tools.
• Perform other duties as assigned.

Requirements

• 2+ years of experience in customer service or related field.
• High School Diploma or GED required; College Degree preferred.
• Tech-savviness: Able to navigate multiple systems and troubleshoot effectively.
• Resiliency: Willingness to learn and apply new knowledge successfully.
• Critical thinking: Ability to make appropriate judgment calls.
• Fluency in English: Ability to read, write, speak, and understand English.
• Ability to handle phone calls and casework for up to 10 hours a day.

Nice-to-haves

• Experience in customer experience, verification, or sales roles.
• Familiarity with the automotive industry.

Benefits

• Competitive starting hourly rate of $20/hr with performance-based increases.
• 401(k) with company match and opportunity for overtime.
• 100% company-paid healthcare premiums plus dental and vision benefits.
• Generous paid time off (13 days for the first year, increasing to 20 days thereafter) plus 9 company-paid holidays.
• Tuition reimbursement and student loan repayment program.
• Employee Stock Purchase Plan discount and annual Carvana shares grant.
• Extensive internal growth and professional development opportunities.