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 Verification Advocate because that’s exactly what we do – advocate for our customers!
Verification Advocates are the voice of Carvana and spend the majority of the day on the phone helping our customers navigate the vehicle purchase process. Buying a car can be confusing! This team is here to help simplify things.
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 seamless and fun! This department takes a wide variety of calls, and each one is unique.
Verification Advocates explain financing terms, help resolve customer account issues, accurately review necessary underwriting documents, and overall ensure our customers are set up for success.
This role requires a passion for customer service, a strong attention to detail, and the willingness to learn new things and embrace new challenges every single day!
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.