The Only Carvana Review You Need - Customer Experience Advocate CARVANA Employee Review

Let me tell you exactly what working as an Advocate is like: They will tell you over and over how much the company loves their employees, and sincerely want to see you grow and move within the company however you wish. You must be in your current role at least six months, but after that, “just let your manager know what you’d like to do, and they will get you there! 100%!”. If you, like myself though, are thinking, “hm, I’ll just start out as an Advocate even if that’s not what I’d like to do, and transfer within the company! I’ll absolutely kill it, deliver perfect attendance, and do anything I’m asked, and then I’ll transfer!” This is what I did. I s as on the leaderboard consistently, was never, ever late or left early. Pushed through an absolutely grueling six months filled, all the while being assured that “if you let your Team Lead know what you want to do, they’ll get ya there!”. Finally, my six months is coming up and I can transfer, and lo and behold, a position is open that I’d like to transfer. Luckily, I had my perfect attendance and track record, and I’m doing well according to my TL. I had never gotten reprimanded or in any trouble. This will all be worth the pain. I applied for the position, let my TL know, and my TL put in a good word for me. Got through two interviews. I feel like I pretty much got this. Well, turns out they decided to hire externally, someone who has never once dedicated one minute of their time to Carvana, instead of me, who demonstrated for several months that I want to do good work and add value to the company. I was completely heartbroken and felt so unappreciated. Expectations given are completely fabricated. They will say anything to get you to stay. On top of this, the job you do is different than they make it initially sound. They start you out in Pre-sale. “You guys have the fun job! You help people find vehicles, and explain our fun process!”. This is, for the most part, true. if you do well, you will be trained for Post-sale. This is the “bait-and-switch”. Post-sale is the worst position, according to many other current and former employees. You’re told that you get to help check on registration, help customers who have questions about their warranty with SilverRock, and occasionally coordinate swaps/returns. Nearly every call you take from here on out in Post will be the worst calls you could take. Every customer is livid, angry, cursing at you for either registration issues, no callback from management or another Advocate that they were promised, their down-payment getting processed twice, their vehicle has a laundry list of issues, credit unions not receiving checks… the list could easily go on. None of these things you are warned about. The workflow that is in place for handling these escalations is downright awful. GIVE REGISTRATION A PHONE LINE. This will eliminate half of the problems. Misinformation from advocates regarding reg, having to post your questions in a channel for a reg specialist to answer while you have an angry customer on the line wanting answers that you do not have, and will not get off the line until you get an answer, even though you’ll be lucky to get an answer in a couple of hours. It’s absolutely ridiculous. Some serious reconstructing is needed in so many areas. I’m so disappointed and heartbroken with my experience.