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Customer Experience Supervisor

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CARVANAOceanside, CA
Full-time
  • About CarvanaAt Carvana, we sell cars, but we are not salespeople.
  • We have made it our mission to create ahassle-free way for people to buy and sell cars.
  • We saw a huge problem with how much of a headache it is to buy a car the traditional way, so we committed ourselves to put customer satisfaction at the core of our business, we have built a no-pressure, no-haggle online car buying experience that saves ourcustomers time and money.
  • Our Customer Advocates will then either deliver the purchased vehicle to ourcustomer's driveway using one of our kick-ass one car haulers, or they will meet our customers at one of our amazing coin-operated Vending Machines.
  • For more information on Carvana and our mission, sneak a peek at our company introduction video.
  • About the team and positionCarvana's Market Operation department is known for its team-oriented, fast-paced environment.
  • We expect bright people who are willing to roll up their sleeves, step in wherever needed, mentor and develop team members, and assume additional responsibilities as needed while juggling multipleprojects.
  • Don't forget to bring your personality!
  • We thrive from each unique perspective.
  • Our strength is in our diversity of opinions.
  • Job DescriptionThe 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 anoperations expert, with the savvy to make important strategic decisions in addition to managing 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 posie.
  • What you'll be Doing
  • Act as a subject matter expert on the Carvana customer journey and offer guidance to advocatesin order to provide the ideal customer experience.
  • Manage a team of Lot Attendants and drive individual development and team success throughcontinuous evaluation, constructive coaching, and results-oriented motivation.
  • Address and effectively manage complex and sensitive customer-facing issues.
  • Monitor smooth day to day hub operations, problem solve and shift gears quickly when needed.
  • Actively look for ways to improve the overall customer and hub team experience.
  • Be a continuous positive force within the hub, creating strong morale and spirit throughout theteam.
  • Other related duties as assignedWhat you should have
  • 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
  • At least 1 year of leadership experience
  • Ability to switch gears and adapt to change 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 oncustomer 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 atmospherewhere roles continually adapt as the company evolves
  • Ability to pass a DOT physical, drug screen, and background checkIt would be great if you also had
  • Experience guiding teams to exceed goals
  • Experience with Salesforce or Tableau
  • Experience with strategic planning and process improvement
  • High influencing skillsWhat we'll offer in return
  • Full-Time Salary Position
  • Medical, Dental, and Vision benefits
  • 401K with company match
  • A multitude of perks including student loan payments, discounts on vehicles, benefits for yourpets, and much more
  • A great wellness program to keep you healthy and happy both physically and mentally
  • Access to opportunities to expand your skillset and share your knowledge with others across theorganization
  • A company culture of promotions from within, with a start-up atmosphere allowing for variedand rapid career development
  • A seat in one of the fastest-growing companies in the countryOther requirementsTo 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.
  • The ability to walk/stand and sustain physical activity for extended periods of time (8+ hours).
  • Requires high and low levels of movement with the ability to reach with arms, twist, kneel,crouch, climb, balance, and squat.
  • Requires the grasping, carrying, lifting, pushing, and pulling of items up to 50lbs.
  • Frequent driving requires excellent visual activity and manual dexterity.
  • Requires to work in outdoor weather conditions.
  • Must be able to stay in stationary potions for extended periods of time (when driving) up to 3hours at a time.
  • Frequently communicates with customers and must be able to exchange accurate information.
  • Of course, we'll make any reasonable accommodations for those with disabilities to perform theessential functions of their jobs.
  • Legal stuffHiring is contingent on passing a complete background check.
  • This role is not eligible for visasponsorship.
  • Carvana is an equal employment opportunity employer.
  • All applicants receive consideration foremployment without regard to race, color, religion, gender, sexual orientation, gender identity orexpression, 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.

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