CarvanaExecutive Resolution Specialist Lead
Jan. 2021 - Jan. 2022Tempe, Arizona, United StatesInteract with customers on the phone, receiving inbound calls, and also making outbound calls.
Build relationships with our customers and advocate for them throughout the purchasing process.
Work to solve real-time escalations and complete necessary follow up with customers in a timely manner.
Assist and coach Advocates through escalated customer situations and provide relevant feedback.
Handle and resolve Executive level complaints.
Demonstrate critical thinking by considering the downstream impact of your decisions before making the decisions.
Acts as a role model for peers. Provides important information and on the spot feedback to peers in a timely manner and assists with any customer questions.
Partner with necessary departments or peers to resolve situations.
Perform well and behave ethically under first-time, changing or complex conditions.
Asking questions, understanding the customers' needs and priorities, and problem-solving.
You will encounter a variety of conversations, up to and including:
Vehicle purchase inquiries; selecting the right vehicle, explaining financing terms, and guiding prospective customers through the buying process.
Helping resolve customer account issues; title & registration, repairs needed after vehicle delivery, and financing inquiries.
Collaborate with internal teams such as the Resolution department, Titles/Registration, Financial Operations, and other key Carvana departments.
Review and verify sensitive materials such as vehicle titles and customer driver's licenses.
Be high energy and forward-thinking. We like fast learners that take ownership in their role!
Anticipating issues, leaning into problems, and resolving them quickly.
Multitasking and prioritizing quickly.
Embracing new challenges every day. Being adaptable and flexible.
Follow up on items multiple times.
Identifying how we can improve and streamline our business processes.