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.
What you should know/have
High school diploma or GED equivalent.
Two (2) years previous Security Operations or Call Center experience.
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 man
Benefits
Vision insuranceRemote work optionsFlexible schedule
Additional Information
Pay Range: $20-$21 hourly
Schedules Available:
8PM-430AM Off Tues/Wed
8PM-430AM Off Mon/Tues
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 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.
Carvana · Phoenix, AZ