Customer Advocate Verifications Team

Customer Service, Verification Team

Look no further! If you thrive on having purpose and helping others we have the job for you.

Carvana Customer Service representatives on our Verification Team will receive a competitive wage of $18.00/hour and a comprehensive benefits package listed below :

• 401K with company match
• Vacation accrual and a paid day off for your birthday
• A multitude of perks including student loan payment program, 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 growth and development opportunities to expand your skill set and CAREER!
• A seat at one of the fastest-growing companies in the country, disrupting a trillion-dollar industry

Interview Details

Interviewing via video (Zoom)

**Must live or be relocating within the Phoenix, Arizona metropolitan area**

Work Location:

Carvana - Tempe, 500 E Rio Salado Pkwy, Tempe, Arizona, 85281, US

Interview dress code:

Casual (come as you are, but please be presentable)

About the team and position

As a Customer Service Advocate for our Verifications team you will report to a Customer Service Lead. You will be responsible for educating customers on the underwriting process and reviewing account documents to assess risk. Verification Advocates describe themselves as detail-oriented, personable, and tenacious problem solvers!

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. This is a phone-based, customer-facing role where you will be responsible for

What you'll be doing as a Customer Service Representative on our Verifications Team

• Be the voice of Carvana
• You will interact with customers on the phone, receiving inbound calls, and also making outbound calls to the customer guiding them through the purchase process
• Reviewing and approving their loan documents, and answering questions they may have
• Building relationships with our customers and supporting them throughout the purchasing process.
• Asking questions, understanding the customers' needs and priorities, and problem-solving
• Review account documents to assess risk and help identify trends
• 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 decision making process
• Empathize. Understand that every customer's situation is unique. Ensuring they are comfortable when making the second biggest purchase of their lives online and sight-unseen is of the utmost importance
• You will not leave your personality at home. We thrive by building a team with unique perspectives. Our strength is in our diversity of opinions

What you need to be successful as a Customer Service representative on our Verifications team.

• Ability to navigate Windows-based and web browser applications
• Computer and equipment will be provided
• Enthusiasm to learn new skills! You will encounter a variety of customer focused scenarios. We will provide progressive training programs to ensure that you are comfortable with each type.
• The ability to resolve customer account issues; title and registration, repairs needed after vehicle delivery, and financing inquiries
• Partner with internal teams such as the Resolution department, Titles/Registration, Financial Operations, and other key Carvana departments.
• Possess strong decision making skills
• Ability to grasp key points from detailed phone calls and reports.

What we require

• HS Diploma/GED equivalent required

• Strong learning agility; the ability and willingness to learn new things and then apply that learning to perform successfully in the role

• Have a sense of humor. Kind of serious about this one…

• Display critical thinking and ability to make appropriate judgment calls where needed

• Have a passion for the work we do and the impact we are making within our industry

• Have a heightened attention to detail, being able to anticipate the customer's needs

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

• You are tech-savvy. You can navigate multiple systems, learn new tools, and effectively troubleshoot

Would be nice to have

• Bachelor's Degree and 1 year of customer service experience

• Previous retail, restaurant, or hospitality experience preferred

Carvana is fast-paced, dynamic, and ever-changing. This is a full-time, hourly position. Our work hours will flex up during busy months (Tax Season/Black Friday) and flex down certain times of year due to seasonality. There will be opportunities for overtime as demand goes up. Depending on volume, mandatory overtime may be required during certain times of the year. Zagging Forward is our jam and we ask a lot from our team when it comes to flexibility!

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.

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.