Associate, Safe and Secure Operations Center - (Campus) - Tempe, AZ

About Carvana

If you like disrupting the norm and are looking to join a company revolutionizing an industry then you will LOVE what Carvana has done for the car buying experience. Buying a car the old fashioned way sucks and we are working hard to make it NOT suck. I mean, have you seen our vending machine?!

We are looking for people who are excited to thrive in an environment of impactful change. Team spirit is evident at Carvana and everyday we let our passions and creativity foster innovation. We take big swings, set ambitious goals, and challenge each other to make data- and process-driven decisions in everything we do. Here are a few of our stories! We've been changing the game since 2013, and we're not taking our foot off the gas now. Want more of the story? Check out our background here.

About the team and position

The Safe and Secure Operations Center Associate role is part of a 24/7 security team that analyzes and reports on risks to the company including facility intrusion, natural disasters, terrorism/crime, civil unrest, workplace violence, and other risks. In addition to these requirements, you may be called upon to execute programs and processes at our HQ sites to ensure our associates and assets are protected. In this capacity, your daily duties enable you to interact with our visitors, vendors and HQ Teams in a variety of ways. In this role, you will monitor cctv, access control, and alarm systems for Carvana sites nationwide, operate 24/7 emergency phone lines and triage calls from site contacts, and support on-site Safe and Secure Associates in responding to incidents. You will utilize software to recognize incidents that may place the company's sites, employees, or brand at risk, analyze the potential impact to the business, and escalate appropriately. The ideal candidate for this role will be naturally inquisitive, interested in current events, and able to quickly analyze new information. This is a client-facing support role. The qualifying candidate must be enthusiastic, energetic and must take pride in helping people solve their Safe and Secure problems. The ideal candidate is also comfortable communicating with company employees, from individual contributors through senior leadership, via telephone, SMS, and e-mail communications.

What you'll be doing

Operations Center

• Deliver exceptional customer service to our internal and external customers.
• Support everything related to our Safe and Secure technology.
• Become proficient with a variety of tools ranging from enterprise video and access control systems and alarm monitoring platforms to various business intelligence sources and internal collaborative tools.
• Answering routine and emergency calls, monitoring alarms and video equipment including video alarms, door alarms, and duress alarms, and providing general assistance to employees, vendors, and guests.
• Utilize the physical security systems to detect, analyze and alert others regarding any condition impacting Carvana employees, assets, or business.
• Select an appropriate course of action utilizing defined protocols to reduce risk and uncertainty and to create optimal outcomes.
• Provide physical security data and information that allows Safe and Secure managers to assess risk and structure policies and procedures to ensure the best physical security.
• Respond to life safety incidents (medical, safety, natural disasters, etc.) and dispatch Safe and Secure Associates, facilities, police, fire, and EMS personnel as required via telephone, and/or software systems.
• Process requests in a timely manner to ensure desired service levels and compliance requirements are met. Ensure adherence to specific Service Level Agreements.
• Exhibit professional behavior and promote positive working relationships.
• Maintain regular and predictable attendance in alignment with departmental/divisional policy.
• Maintain various records of communications and events.
• Evaluate incidents that may impact employees, venues, or offices and escalate accordingly to Safe and Secure management and subsequently to other business units as necessary.
• The Operations Center Associate communicates and disseminates information, using established communication vehicles, to key partners using best practices.

HQ Support

• Execute the Operational Guidelines (Standard Operating Procedure) for Enterprise Safety and Security at HQ sites. These standards will provide the safety and security of our teams, vendors, and visitors.
• Be responsible for the associate "badge" process. From helping a new associate take the "perfect" picture on day one to creating the badge and proper access; your duties will ensure that all personnel at our HQ sites are safe and secure everyday.
• Respond and support solutions to difficult situations such as trespassers, uncooperative vendors, emergency medical situations, and others.
• Support the needs of our teams, visitors, and vendors. May it be helping a visitor check in or helping a new associate "find their way" on day one! Be ready to handle multiple requests in a fast paced environment.
• Train associates and others on proper emergency procedures. Work with local first responders to ensure that any emergency situation is properly managed keeping our values and associate safety at the forefront.
• Utilize CCTV and other Safe and Secure Technology to monitor activity at your location and others. Ensure actions are in accordance with Carvana policies. Immediately report any issues that could be potentially unsafe or mitigate physical security protocol. When directed, be a part of the solution to resolve the issue.
• Work with Safe and Secure technology to ensure all systems are fully operational and ready for our customer. May that be updating alarm call lists, reviewing the "health" of our systems, or printing badges for field sites.
• Conduct building patrols of Carvana HQ locations (both active and inactive)
• Perform other duties as assigned by the Functional Leader, Enterprise Security.

What you should know/have

• High school diploma or GED equivalent.
• Two (2) years previous Security Operations or Call Center experience.
• Valid driver's license with no restrictions and a clean driving record
• Ability to work flexible hours and shifts, and potential overtime hours as dictated by business need.
• Demonstrated ability to deliver a consistent, top-notch customer service experience.
• The ability to effectively communicate with remote users via phone or email and troubleshoot problems using remote connectivity tools or sometimes in the blind.
• Ability to meet deadlines working in a fast-paced environment with minimal direction.
• Strong interpersonal and communication skills.
• Ability to balance multiple priorities in a fast-paced environment.
• Action-oriented mentality.

We'd love it if you also had

• Bachelor's degree (ideally in business, finance or criminal justice) from an accredited college or university.
• Experience with Jira, Wrike and/or MS Project project management software.

What we'll offer in return

• Full-Time hourly position with a competitive rate.
• Medical, Dental, and Vision benefits.
• 401K with company match.
• A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more.
• A great wellness program to keep you healthy and happy both physically and mentally.
• Access to opportunities to expand your skill set and share your knowledge with others across the organization.
• A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development.
• A seat in one of the fastest-growing companies in the country.

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.

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.