Embedded Files
SEEKING CUSTOMER-OBSESSED INDIVIDUALS
SEEKING CUSTOMER-OBSESSED INDIVIDUALS
We may externally advertise the position as a customer service representative, but this role is so much more! Internally, we refer to this role as Customer Experience Advocates because that’s exactly what we do – advocate for our customers!
Customer Experience Advocates are the voice of Carvana and spend the majority of the day on the phone assisting customers at various stages of their car buying journeys.
Advocates celebrate with customers, empathize when things go wrong, resolve complex challenges when they arise, and create an amazing car buying experience for our customers.
An advocate is the customer’s biggest champion and makes the process simple, seamless, and fun! This department takes a wide variety of calls, and each one is unique.
As an advocate, you’ll encounter conversations like helping resolve customer account issues, title and registration questions, repairs needed after vehicle delivery, and guiding prospective customers through the purchasing process.
Advocates are trained and empowered to handle all different types of calls, including escalations. We anticipate issues, offer resolutions, treat customers as if they were our moms, and turn not-so-great experiences into unforgettable ones.
BEHAVIOR-BASED METRICS
BEHAVIOR-BASED METRICS
The Carvana Advocate Principles are an extension of our values and guide us in our decisions and interactions with each other and with our customers.
Not only do the principles set the standard for everything we do, they also serve as our core philosophy for measuring success. You won't find traditional call center metrics here!
These key behaviors will help you gain a better understanding of what it takes to be successful as an Advocate at Carvana.
Advocate Principles - Double Sided.pdfPage updated
Report abuse