Just Another Call Center - Verification Advocate II CARVANA Employee Review

-Ridiculous Attendance Policy: unlike other jobs where you can request off far enough in advance and simply get time off, here you HAVE to have available PTO. If you’re out of PTO and you’re sick/have an appointment or something to go to, you can’t just take the hit to your paycheck. You will get an occurrence/mark against your attendance regardless of how far in advance it is you notify them. They also make you make up lost hours later in the week. Makes you feel like a machine made to make them money. -Poor Management: Lots of unprofessionalism. One team lead told a racist joke over a zoom meeting for hundreds of new onboarders. We’re required to respond in Slack within 10 minutes to our team leads or it’s a write up, but we often have to wait 15+ minutes for a response from them. That’s just one example of the kind of workplace it is. Team sizes are way too big so issues and personal development are grossly overlooked and mismanaged. There’s not a lot of support. -Poor Training: There’s a web article database we use to reference our policies but Team Leads are allowed to break them whenever it seems. What is and isn’t allowed is too ambiguous. You could do one thing to approve a customer and a TL will catch it and call you out but you’ll see another TL let another advocate do the same thing later down the line. There is no cohesion and that’s usually a point of frustration for customers. -Still a Call Center: Carvana likes to paint itself as not the average call center and in some ways, it isn’t. The way they measure performance is a lot different. But at the end of the day, you’re still taking 20-60 minute long calls back to back, some where you’re being screamed at and can’t transfer to anyone or can’t get TL support when you really need it.