What Does a CARVANA Customer Advocate Do?

CARVANA is an online used car dealership that offers customers a convenient and hassle-free way to buy a car. They offer a wide selection of vehicles, competitive prices, and a 7-day money-back guarantee.

A Customer Advocate at CARVANA is responsible for providing excellent customer service to customers throughout their car buying experience. They are the first point of contact for customers and are responsible for answering questions, resolving customer issues, and providing guidance throughout the car buying process. Customer Advocates must have excellent communication and problem-solving skills in order to ensure customer satisfaction.

CARVANA Customer Advocate Job Duties

A CARVANA Customer Advocate typically has a wide range of responsibilities, which can include:

• Provide exceptional customer service to all customers, responding promptly and professionally to inquiries via phone, email, chat, or other communication channels
• Demonstrate a deep understanding of the Carvana product line and services, providing accurate information on pricing, availability, features, and benefits
• Utilize problem-solving skills to troubleshoot customer issues quickly and efficiently
• Maintain up-to-date knowledge of company policies and procedures, as well as industry trends and best practices
• Develop relationships with customers by building trust and rapport through active listening and empathy
• Follow up with customers after their purchase to ensure satisfaction and address any additional needs
• Assist in resolving escalated customer complaints and disputes
• Monitor customer feedback and provide insights to management for improvement opportunities
• Collaborate with cross-functional teams to identify process improvements that will enhance customer experience
• Track customer interactions and document customer feedback in CRM system
• Generate reports on customer service metrics such as response time, resolution rate, etc.
• Participate in team meetings and training sessions to stay informed of new products and services

CARVANA Customer Advocate Salary

The salary for a Customer Advocate at CARVANA is determined by a variety of factors, such as the individual’s experience, qualifications, and performance. The company also takes into consideration the current market rate for similar positions, as well as the cost of living in the area where the job is located. Additionally, the company may offer bonuses or other incentives to reward employees for their hard work and dedication.

• Median Annual Salary: $41,760 ($20.08/hour)
• Top 10% Annual Salary: $54,600 ($26.25/hour)

CARVANA Customer Advocate Job Requirements

CARVANA is looking for a Customer Advocate to join their team. The ideal candidate will have a passion for customer service and a desire to help customers have the best possible experience. To be considered for this role, applicants must have a high school diploma or equivalent and at least one year of customer service experience. Additionally, applicants must have excellent communication skills, both verbal and written, and be able to work in a fast-paced environment. A valid driver’s license is also required.

CARVANA offers a comprehensive training program to ensure that all Customer Advocates are well-equipped to handle customer inquiries and complaints. This program includes both classroom and on-the-job training. Additionally, CARVANA offers ongoing professional development opportunities to ensure that Customer Advocates are up-to-date on the latest customer service trends and techniques.

CARVANA Customer Advocate Skills

CARVANA Customer Advocate employees need the following skills in order to be successful:

Sales & Promotions: Customer advocates often work in sales and promotions departments, where they may be responsible for generating revenue for the company. Customer advocates use their sales skills to help customers make informed decisions about their purchases. They may also use their sales skills to help customers save money on their purchases.

Building Relationships: Customer advocates often interact with customers on a daily basis, so it’s important for them to build positive relationships with their customers. Customer advocates can use their friendly personalities to build relationships with customers and help them feel comfortable and confident about their purchases. Customer advocates can also use their knowledge of the company’s products and services to build relationships with customers by answering their questions and providing them with helpful information.

Generating Leads: Customer advocates often work with sales representatives to generate leads for the company. They may call or email potential customers to introduce the company and its products or services. Customer advocates may also work with sales representatives to develop a strategy for following up with potential customers.

Customer Service: Customer service skills can help you provide assistance to customers and answer their questions. Customer service representatives often have a high level of customer service skills, so it can be helpful for customer advocates to have these skills as well. Customer service skills can help you provide information about CARVANA products, answer questions about financing options and help customers find the right product for their needs.

Meeting Performance Goals: Customer advocates often work on commission, so it’s important for them to meet their performance goals. Carvana’s customer advocates are expected to meet sales goals and customer service standards. They also receive bonuses for meeting sales goals and customer service standards.

CARVANA Customer Advocate Work Environment

CARVANA Customer Advocates work in a fast-paced, customer-focused environment. They are expected to be available to customers during regular business hours, but may also be required to work evenings and weekends. Customer Advocates must be able to handle multiple tasks simultaneously and be able to think quickly and accurately in order to provide the best customer service. They must also be able to work independently and as part of a team. CARVANA Customer Advocates must be able to handle stressful situations and remain calm and professional in all customer interactions. They must also be able to travel to customer locations as needed.

CARVANA Customer Advocate Trends

Here are three trends influencing how CARVANA Customer Advocate employees work.

Funnel Management

Funnel management is an emerging trend in customer service that focuses on the customer journey from initial contact to purchase. CARVANA Customer Advocates are responsible for managing the entire funnel, from lead generation and qualification to conversion and retention.

Funnel management allows CARVANA Customer Advocates to identify areas of improvement and optimize the customer experience. By understanding how customers interact with the company’s products and services, CARVANA Customer Advocates can develop strategies to increase sales and improve customer satisfaction. Funnel management also helps CARVANA Customer Advocates track customer behavior and anticipate their needs, allowing them to provide better support and create a more personalized customer experience.

Customer Advocacy

Customer advocacy is a growing trend in customer service, and CARVANA Customer Advocates are at the forefront of this movement. As advocates, they act as liaisons between customers and the company to ensure that customer needs are met and their voices heard.

Customer advocacy requires strong communication skills, empathy, and an understanding of customer experience best practices. It also involves staying up-to-date on industry trends and changes in customer expectations. By being proactive and responsive to customer feedback, CARVANA Customer Advocates can help create a positive customer experience and build loyalty for the brand.

The Digital Building Blocks of Business

The digital building blocks of business are the technologies that enable companies to create, manage, and deliver products and services. These include cloud computing, artificial intelligence (AI), machine learning, blockchain, and Internet of Things (IoT).

As a CARVANA Customer Advocate, it is important to understand these emerging trends in order to provide customers with the best possible experience. For example, AI can be used to automate customer service tasks such as responding to inquiries or providing personalized recommendations. Blockchain technology can also be used to securely store customer data and ensure privacy. Additionally, IoT devices can be used to monitor customer satisfaction levels and identify areas for improvement. By understanding these digital building blocks, CARVANA Customer Advocates will be better equipped to meet customer needs and exceed expectations.

Advancement Prospects

Customer advocates at CARVANA can advance their careers by taking on additional responsibilities and demonstrating their commitment to the company. As customer advocates gain experience, they may be promoted to a customer service manager role, where they will be responsible for managing a team of customer advocates and ensuring customer satisfaction. With further experience, customer service managers may be promoted to a customer service director role, where they will be responsible for overseeing the entire customer service department.

Interview Questions

Here are five common CARVANA Customer Advocate interview questions and answers.

1. As a company that focuses on making the car buying process more convenient for its customers, what are some ways you could help improve the current process?

This question is an opportunity to show your knowledge of the car buying process and how you can improve it. You can use examples from your previous experience or discuss what you would do if you were in this position.

Example: “I think one way CARVANA could help customers with the current car-buying process is by providing a more convenient way for them to get quotes on different cars they’re interested in. I’ve worked at other companies that have offered online quote generators, which allow customers to enter their information once and receive quotes from multiple dealerships. This saves time and effort for both the customer and dealership.”

2. We don’t normally sell cars face-to-face at our Carvana stores. Can you tell us why you think selling online is a better option than traditional dealerships?

This question is a great way to see how the candidate thinks about their role in the company and what they think of the industry as a whole. It’s also an opportunity for them to show off their knowledge of the car sales industry.

Example: “I believe that selling cars online is a better option than traditional dealerships because it allows customers to browse through all of our inventory without having to drive to a dealership. This saves time, which means we can sell more cars per day. I’ve seen some dealerships have up to 50 cars on display at once, so if you’re looking for something specific, it could take quite a while to find it.”

3. If hired, what would be your approach to helping customers pick out the right vehicle?

This question can help the interviewer understand how you would use your skills and knowledge to benefit customers. Use examples from previous experiences or explain what you would do if you didn’t have any prior experience.

Example: “I would first ask them about their needs, such as where they plan on driving and how many people will be in the vehicle. Then I would show them different vehicles that fit those criteria and let them test drive a few of them so they can see which one works best for them. If they’re still unsure after testing out several models, I would offer to take them through our inventory again until they find something that fits their needs.”

4. Have you sold a product or service over the phone before?

This question can help the interviewer understand your sales experience and how you might apply it to this role. If you have previous experience selling, describe a time when you did so. If you don’t have any direct experience, consider describing a time when you helped someone make a decision or solve a problem.

Example: “In my last position as a customer advocate for an online retailer, I often had to sell products over the phone. One of my favorite parts of that job was helping customers find exactly what they were looking for. I would ask them questions about their preferences and then search through our inventory to find items that matched those criteria. This process helped me build strong relationships with many of our customers.”

5. How do you handle dealing with multiple customers at one time and how do you keep them all happy?

This question can help the interviewer understand how you manage multiple tasks at once and your customer service skills. Use examples from previous experience to show that you can multitask effectively and keep customers happy while doing so.

Example: “In my last role, I often had to deal with multiple customers at one time. For example, if a customer was looking for a specific product, I would find out what they were looking for and then search through our inventory to see if we had it in stock. If we did have the item in stock, I would tell them about its features and answer any questions they may have. If we didn’t have the item in stock, I would let them know when we expected to receive more of the item and offer other similar products until the original item arrived.”