Customer Service Call Center

About the team position

Our Verification Advocates play a big role in mitigating risk and safeguarding customer information. Auto Loans can be confusing and complicated - our verification team helps simplify the process and ensures our customers are set up for success in their loan.

We are looking for someone that has a passion for helping people and possesses the drive to achieve superior customer satisfaction. This is a phone-based, customer-facing role where you will be responsible for educating customers on the underwriting process and reviewing important account documentation.

As an Advocate, you will field inbound calls as well as make outbound calls to customers, aiming for a one-and-done approach to approve them for their vehicle purchase. As you move forward in this role you will layer in more complex skills such as verifying loans with third-party institutions and working with customers who reside outside of our local delivery zones.

What you'll be doing

• Be the voice of Carvana! You will interact with customers on the phone, receiving inbound calls and making outbound calls.
• Embrace new challenges every day. At Carvana, change is constant (we really do mean that). Being adaptable and flexible is critical!
• Ensure compliance with underwriting policies and be familiar with constant changes in policy and procedures.
• Utilize the proprietary software tools, as well as external tools such as consumer credit bureaus and other internet sources, to assist in the underwriting process.
• Partner with necessary departments or peers to resolve situations.
• Encounter a variety of conversations - Every call is unique! Some examples include:
• Selecting the right vehicle, explaining financing terms, and guiding prospective customers through the verification process.
• Helping resolve customer account issues and accurately reviewing all necessary underwriting requirements, ensuring to clearly and efficiently communicate next steps to the customer to make their car buying journey as seamless as possible
• Collaborate with internal teams such as the Resolution department, Titles/Registration, Financial Operations, and other key Carvana departments.
• Other duties as assigned.

Carvana is fast-paced, dynamic, and ever-changing. This is a full-time, hourly position. Our work hours may flex up during busy months (Tax Season/Black Friday) and flex down at certain times of year due to business need. Depending on call volume, overtime may be required.

Salary benefits perks

• Competitive wage of $18 per hour
• Medical, dental, and vision benefits
• 401K with company match
• A multitude of perks including a student loan repayment program, discounts on vehicles, benefits for your pets, and much more
• Wellness programs for your physical, mental, financial, and social health
• Access to growth and development opportunities to expand your skillset and drive your career
• A seat at one of the fastest-growing companies in the country, disrupting a trillion-dollar industry

What we require

• High school diploma or GED equivalent
• Previous customer service experience
• High emotional intelligence and the ability to de-escalate challenging situations
• Critical thinking skills and the ability to make appropriate judgment calls
• Passion for the work we do and the impact we are making within our industry
• Strong learning agility – The ability and willingness to learn new things
• Tech savviness – You can navigate multiple systems, learn new tools, and effectively troubleshoot
• Resilience – We like fast learners that take ownership in their role!
• Willingness to embrace new challenges every day – Adaptability and flexibility are critical!

It would be great if you also had

• Bachelor's degree
• 1 years of customer service experience
• Previous banking, retail, restaurant, and/or hospitality experience

Other requirements

To be able to do your job at Carvana, there are some basic requirements we want to share with you:

• Must be able to read, write, speak, and understand English.

Of course, we'll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.

About Carvana

We sell cars, but we're not salespeople. Since 2013, we've been making it our mission to change the way people search for, purchase, trade-in, finance, and receive used vehicles, and we're not taking our foot off of the gas anytime soon.

Team spirit is evident at Carvana and every day we let our passion and creativity foster innovation. We take big swings, set ambitious goals, and challenge each other to make process-driven decisions in everything we do.

We're seeking daring minds who can help us remain ahead of the curve and are committed to making a difference. If you like people and enjoy a positive, yet challenging and fun, work environment – we want you!

Legal stuff

Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship.

Carvana is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. Carvana also prohibits harassment of applicants or employees based on any of these protected categories.

Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.