Carvana is hiring a

Customer Advocate Team Lead

Phoenix, United States

ABOUT CARVANA….

At Carvana, we’re tackling one of the largest, yet-to-be-disrupted markets in the world – the $1T per year U.S. car market (yes, that’s $Trillion with a “T”). We provide a seamless, 100% online car buying experience for consumers from end-to-end: acquiring, inspecting, and certifying high quality cars, providing 360° high-res photography inside and out of the vehicle, generating real-time financing and warranty options, and delivering the car to our customers’ doors in as little as 24 hours with a 7 day money back guarantee. With no dealerships or commissioned sales people, we save thousands of dollars per car in expenses that we pass on to our customers.

Recently named Forbes’ 5th Most Promising Company in the U.S., we offer the excitement, culture, and opportunity of a start-up, with the capitalization and infrastructure of a much more established business. For more information on Carvana, take a look at our company introduction video.

 

LOCATION:

Phoenix, AZ (Headquarters)

 

Working at Carvana you will notice that….

In our down time we have ping pong & corn hole (or bags, depending on where you’re from) tournaments; the pace is pretty quick around here so you'll need to be prepared to keep up.

You'll need to be a great communicator, a brand ambassador, and know how to get it done.

We expect bright people, willing to roll up their sleeves, take on new assignments, and juggle many things at once.

In return for your hard work, you'll have an opportunity to work at one of the fastest growing, innovative technology companies to occupy the automotive space.  

And then, there are Wild Pants Wednesdays…you’ll have to have some pretty strong game here to compete with our CEO Ernie.

As well as developing a life-changing product we are developing a world-class team. Every day.

 

Specifically as a Customer Advocate Team Lead you will….

Ensure all Advocates meet or exceed all activity standards for capturing prospects, managing pipelines, and leveraging all communication tools.

Assist the Director with individuals and team success through continuous evaluation, constructive coaching, and results-oriented motivation.

Refine and implement the call quality program and process to drive sales performance, ensure efficiencies and enhance the customer experience.

Be "in the trenches" with your team. You will answer inbound calls, conduct outbound calls for proactive customer care, and conduct the verification process.

Maintain and produce daily, weekly and monthly reports of quality metrics and respective targets and goals.

Contribute to the identification of trends and lead continuous improvement efforts associated with the department.

Communicate with all levels on departmental processes and effective lead management.

Other related duties as assigned.

Addresse customer-facing service issues from all areas of CARVANA.

Effectively manage customer issues.

Answer non-routine questions requiring deviation from standardized procedures.

 

Enough about us...

You will have obtained at least a Bachelor’s degree

You will have 5+ years work experience in a customer facing team environment

You will have 3+ years as a manager or team lead

You will have prior experience with strategic planning, process improvement, and guiding teams to exceed sales goals.

You will possess the ability to diagnose and solve problems with varying complexity maintaining a focus on customer relations

You will possess strong leadership, organizational ability and communication skills

You will be available to work weekends

You will possess the ability to multitask and prioritize effectively

You will have excellent interpersonal and leadership skills

You will have the ability to coach and motivate others with high influencing skills.

You will possess the energy and drive to accomplish goals, meet deadlines, and find solutions

 

What you can expect in return….

  • Full-Time Salary Position
  • Medical, Dental, and Vision benefits
  • 401K with company match
  • Access to opportunities to expand your skill set and share your knowledge with others across the organization
  • Company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development

 

Legal stuff

Hiring is contingent on passing a complete background check and drug screen

Carvana is an equal opportunity employer