Customer Service Representative / Customer Advocate

About the role

This is a full-time, hourly role with an assigned schedule (typically 38–45 hours per week). The role includes regular weekend and potential holiday shifts, along with overtime opportunities based on business needs.

Responsibilities

• 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 a fast-paced environment where new products and innovations keep us ahead of the competition.
• Problem-solve with a purpose, using your critical thinking skills alongside AI technology 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.
• Deliver high-quality interactions worthy of our moms is non-negotiable. Our always-on AI coach supports every customer interaction with real-time feedback and coaching, helping you continuously improve your professional communication.
• Other duties as assigned.

Requirements

• A Bachelor's degree OR 2+ years of customer service experience in a fast-paced or high-volume environment.
• High school diploma or GED required.
• Tech-savviness: Ability to navigate multiple systems like a pro, learn new tools with ease, and troubleshoot effectively.
• Resilience & Critical Thinking: You have a high capacity for learning, can adapt quickly to rapid change, and make thoughtful, caring decisions that support customers throughout their car-buying journey.
• Enjoy servicing customers over the phone, and have a strong attention to detail while handling casework.

Qualifications

• Ability to read, write, speak, and understand English.

Skills

• Experience with multiple customer service systems.
• Strong problem-solving and critical thinking skills.
• Excellent verbal and written communication skills.
• Ability to multitask and prioritize tasks effectively.

Benefits

• Financial Well-being: Tuition reimbursement for those pursuing a bachelor's degree and a student loan repayment program for those who already have one.
• 401(k) retirement plan with Carvana matching contributions.
• Employee Stock Purchase Plan and Carvana Shares annual grant program, allowing you to become a Carvana shareholder.
• 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, and a 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!

Pay

Starting pay: $20/hr
Month 4: $21/hr
Month 6: $22/hr
After 6 months, you unlock our "Careers Not Jobs" program, making you eligible for an additional $0.50 increase every 90 days. By staying on track, you'll be earning $24+/hr by your one-year work anniversary!

Schedule

This role includes regular weekend and potential holiday shifts, along with overtime opportunities based on business needs.