Customer Experience Guide

What’s Under the Hood

DriveTime Family of Brands is the largest privately owned used car sales finance & servicing company in the nation. Headquartered in Tempe, Arizona and Dallas, Texas, we create opportunities and improve the lives of our customers and our employees by placing a focus on putting the right customer, in the right vehicle, on the right terms and on their path to ownership.

You can find DriveTime’s tire tracks across the nation with dealerships where we embrace a transparent pricing approach, eliminating haggling and gimmicks and reconditioning centers where we breathe new life into pre-owned vehicles. Regardless of where you’re located, if you’ve got DRIVE and you’re looking to make an impact, we’d love for you to make a difference with us!

That’s Nice, But What’s the Job?

Responsibilities of the Job (Or Better Known as, Your Next Destination)

This is not your typical sales role. As a Customer Experience Guide, you are at the center of driving dealership success—delivering sales, building relationships, and creating a buying experience customers won’t forget. From the first interaction to the final handshake, you’ll guide customers through the entire sales process, both in-store and virtually, while maximizing every opportunity to close deals and exceed goals.

• Prospect daily to build a strong pipeline and drive traffic to the dealership.
• Achieve and exceed sales targets while delivering an iconic customer experience that keeps buyers coming back.
• Take ownership of the entire sales cycle—from lead follow-up and virtual engagement to test drives, paperwork, and purchase completion.
• Confidently present vehicles, highlight features, and match customers with the right solution to close the sale.
• Collaborate with managers and fellow Guides to deliver top performance and uphold DT Way Standards.
• Execute the administrative side of sales with precision: deal documentation, underwriting, cash handling, inventory, titles, loan documents, and down payments.
• Engage customers proactively—make calls, set appointments, and educate buyers to keep the pipeline moving.
• Support dealership operations, including opening and closing responsibilities.

What’s in it for you

• Base pay plus uncapped, performance-based sales incentives—the more you sell, the more you earn.
• Be part of a fast-paced, results-driven team where high performers thrive.
• The opportunity to build lasting customer relationships while accelerating your career in sales.

Knowledge, Skills and Abilities (The Good Stuff)

• Build strong partnerships with customers who have expressed interest in purchasing a vehicle, guiding them through the DriveTime Nurture and Sales processes.

• Manage the full sales cycle by completing sales calls to secure appointments and converting scheduled visits into completed sales.

• Perform operational responsibilities including opening/closing the store, cash handling, sales, nurture activities, inventory management, audits, and administrative tasks (documentation, tags, title/registration).

• Maintain expert knowledge of dealership inventory, website, OET experience, financing options, and all related sales processes (trades, upgrades, post-sale activities).

• Continuously develop sales competencies, including negotiation, customer experience, and core selling skills.

• Collaborate with and support team members, contributing to a positive, safe, and highly effective team environment.

• Deliver a world-class, tailored customer experience in the dealership and introduce customers to the full DriveTime family of companies.

• Serve as a training partner for new hire Customer Experience Guides, supporting onboarding and skill development.

• Execute company directives, initiatives, and expectations while actively seeking feedback and participating in training and development.

• Progress through a multi-phase, learn-and-earn role (Levels 0–4) assuming increasing responsibility for sales, operations, inventory management, and dealership leadership as certification is achieved.

Requirements (a.k.a. What You Need to Get the Job Done)

• High School Diploma or GED required; Associates or bachelors preferred OR equivalent experience.
• 3+ years of related work experience such as customer service, sales, or retail industry
• Valid driver’s license and acceptable driving record for the previous 3 years
• Must be at least 18 years of age
• Ability to pass a drug test and a background check 

Physical Demands: The physical demands for this job.

The Physical demands described within are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job position is designated as a safety sensitive position.

• Must be able to remain in a stationary position at least 50% of the time.
• Frequently move about inside the office to access file cabinets, office machinery, etc.
• Requires visual acuity and manual dexterity to constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer.
• Requires visual acuity to operate motor vehicles.
• Frequently communicate with internal and external customers. Must be able to exchange accurate information in these situations.
• This position could require moving objects up to 20 pounds. 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

So What About the Perks? Perks matter

• Medical, dental, and vision, oh my! DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage. 
• But Wait, There’s More. 401(K), Company paid life insurance policy, short and long-term disability coverage to name a few.
• Growth Opportunities. You grow, I grow, we all grow!  But seriously, DriveTime Family of Brands is committed to providing its employees with every opportunity to grow professionally with roughly over 1,000 employees promoted year over year.
• Tuition Reimbursement. We’re as passionate about your professional development as you are. With that, we’ll put our money where our mouth is.
• Wellness Program. Health is wealth! This program includes self-guided coaching and journeys, cash incentives and discounts on your medical premiums through engaging in fun activities!
• Gratitude is Green.  We offer competitive pay across the organization, because, well… money matters!

• Consistent Work Schedule. We are strong believers in work/life balance. We’re closed on Sundays to give our employees valued time with family and friends.
• Teamwork, Makes the Dream Work.  Be part of a winning team and get winning results.  Monthly bonus share, sales contests, and other perks to recognize a job well done.
• World Class Training and Development.  Starting as a Customer Sales Guide, you can quickly certify on higher levels and prepare for the next role with our manager training programs.

• Paid Time Off. Not just lip service: we work hard, to play hard!  Paid time off includes (for all full-time roles) wellness days, holidays, and good ole' fashioned YOU time!  For our Part-timers, don't fear you get some time too...vacation time is available - the more you work, the more you earn!

Anything Else?  Absolutely.

DriveTime Family of Brands is Great Place to Work Certified! And get this: 90% of our rockstar employees say they feel right at home here.  We could spend a lot of time having you read about ALL our awards, but we’ll save time (and practice some humility) just naming a few others; Comparably Awards: Best Company for Diversity, Best Company Culture and Best Company Leadership, oh and don’t forget Phoenix Business Journal Healthiest Employers (okay, we’ll stop there)!