Carvana is hiring a

Senior Customer Advocate Field Operations

Novi, United States

Senior Advocate, Market Operations

ABOUT CARVANA….

At Carvana, we sell cars, but we’re not salespeople. Since 2013, we’ve been making it our mission to change the way people buy cars. We saw a huge problem with how much it can suck to buy a car the traditional way, so we committed ourselves to 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”). 

With the ability to search thousands of vehicles from our expansive inventory, to high-resolution 360° photographs of our vehicles’ interior and exterior, to real-time financing and the ability to complete contracts without visiting the back room of a dealership, we provide a seamless, online car buying experience for consumers that can be completed from their desktop or mobile device. All our vehicles are inspected and reconditioned based on our 150-point certification checklist and come with a 7-day return policy. We also operate our own logistics network to deliver cars to customers as soon as the next day, as well as offer customer pick-up at our state-of-the-art Car Vending Machine locations (yes, you read that right). By putting customer satisfaction at the core of our business, we’ve built a no-pressure, no-haggle online car buying experience that save our customers time and money. 

For more information on Carvana, take a look at our company introduction video.

WORKING AT CARVANA YOU WILL NOTICE THAT...

You'll need to be a great communicator, a brand ambassador, and possess the know how to get the job 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 and creative technology companies around, as well as help us promote a life-changing product and develop a world-class team every day. In our down time we have ping pong and corn hole (or “bags,” depending on where you’re from) tournaments. However, the pace is pretty quick around here, so you'll need to be prepared to keep up.

JOB DESCRIPTION

The Senior Advocate will work closely with our Lot Attendants, Advocates and Market Leader to ensure that the customer experience runs smoothly and efficiently. We are looking for someone who is an operations expert, with the savvy to manage day to day operations, employee development, and the customer experience. We need someone with a knack for switching gears quickly and problem solving like a boss with positivity, proactivity and poise. 

SPECIFICALLY, YOUR RESPONSIBILITIES WILL INCLUDE:

  • Managing a team of Lot Attendants and driving individual development and team success through continuous evaluation, constructive coaching, and results-oriented motivation. 
  • Addressing and effectively managing complex and sensitive customer-facing issues. 
  • Monitoring smooth day to day hub operations, problem solving and shifting gears quickly when needed. 
  • Being "in the trenches" with your team. Be ready to wash cars or jump into our kick-ass single-car hauler and deliver cars to our customers while providing a stellar customer experience.
  •  Actively looking for ways to improve the overall customer and hub team experience. 
  • Being a continuous positive force within the hub, creating strong morale and spirit throughout the team.
  • Other related duties as assigned 

A QUALIFYING CANDIDATE MUST HAVE… 

This position requires an organized critical thinker that is interested in Carvana’s customer experience process.  Required knowledge, skills and abilities include: 

  • A Bachelor’s degree from an accredited undergraduate institution
  • Must have a valid Driver’s License with a clean driving record for the past 5 years
  • 4+ years work experience in a customer facing team environment 
  • 2+ year of leadership experience
  • Ability to switch gears quickly 
  • Energy and drive to accomplish goals, meet deadlines and find solutions
  • Ability to diagnose and solve problems with varying complexity while maintaining a focus on customer relations 
  • Experience coaching and motivating others 
  • Strong customer relations skills 
  • Willingness to work on weekends 
  • Enthusiasm and energy to contribute to and thrive in a rapidly growing start-up atmosphere where roles continually adapt as the company evolves  
  • Ability to pass a DOT physical, drug screen, and background check 

WE’D BE THRILLED IF YOU HAD…

  • Experience guiding teams to exceed goals 
  • Experience with Salesforce or Tableau
  • Experience with strategic planning and process improvement 
  • High influencing skills 

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

All applicants must pass a Department of Transportation screening process. 

Hiring is contingent on passing a complete background check and drug screening.

Carvana is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

This role is not eligible for visa sponsorship.