customer advocate

customer service representative

lot attendant

truck driver

team leader

CARVANA

I have very mixed feeling about my work experience with Carvana. I absolutely loved working for Carvana until the day I was let go and realized how little they actually cared. I was 1 week away from a big promotion and 2 weeks away from my 1 year anniversary when I was let go during Carvana’s May, 2022 mass layoff. I don’t normally brag about my work but the promotion I was told I was getting (Senior Advocate) was supposed to take 2 years by Carvana’s timeline and I was getting it in just under 1. I was cross-trained in almost everything I could be trained in, I had never been in trouble, and I had always had top scores in all of my work and projects. While I was working there, there was constant opportunity to be cross-trained (I also asked for available opportunities a lot), they had good benefits, the work culture was phenomenal, I never worked with someone I didn’t like (and there were A LOT of employees). I loved my coworkers and my direct management. I loved everything about working for Carvana until the day I was let go. We head been having unlimited VTO for months because we were so slow, which of course was making everyone nervous about whether there would be layoffs but Carvana kept telling us that they promised there wouldn’t be any. They were still telling us this up until 2 days before the layoffs happened. The day before, everyone got an email that EVERYONE was going to be mandatory work from home the next day. They wouldn’t say why but of course we knew. The morning of the layoffs, we were told that everyone would be getting an email sent to our work email (that’s important later) I’m a few hours with a link to one of two zoom meetings. One of them was a “you’re being let go” video, the other was a “you’re safe but this is what’s happening” video. When I clicked on my link, I was send to a zoom meeting where you couldn’t see who was in it other than the host, you couldn’t see how many people were in it, there was no chat option, there was no muting yourself or turning on or off your camera, you couldn’t talk, nothing. You could only see the host that was talking and when they ended the meeting, that was it. There are rumors that the videos were scripted and prerecorded. I’ve seen multiple versions of the video and they did all have pretty much the same script. The video I was in didn’t seem like it had been recorded but quite a few of the other ones people had recorded and posted did seem like they were prerecorded. In all honesty, there’s no evidence either way. However, what was handled horribly in my opinion, was that everyone that was laid off was kicked out of all of the systems we used to contact our management and coworkers and everything we used to do our job. Our work emails were disconnected, our Slack (like Discord or Messenger but for work) profiles were inactivated, if you didn’t have anyone’s phone number, you had no way to contact anyone. This of course makes sense if you no longer work for the company, right? Of course you’re not going to be a part of work programs of you don’t work there anymore. The problem was that some people weren’t working that day. Some people were on vacation. Some people were kicked out of everything before they even got the email for the “you’ve been let go” zoom link. Remember how I said that the email being sent to the work email was important later? This is why.  So many people were let go, without even knowing they were let go. So many people didn’t even get a chance to say goodbye to the friends they made or get contact info so they could keep in touch after leaving. I was lucky. I had my managers phone number and was able to contact him to find out what I was supposed to do next. We had WFH equipment that needed to be returned to the company, we had a severance package that we needed to do paperwork for, we had questions with no way to get answers for them. Carvana gave us a separate phone number and email we could contact with questions regarding next steps after the layoff. The problem with this was that no one ever answered them. Over the course of MONTHS after being let go,  I called more times than I can count and emailed just as much. I didn’t get a single response. No one ever answered the phone or called back about the voicemails I left or emailed me back. This was my experience with Carvana. I tried talking to my previous manager that I had the phone number for but as soon as I told him I had been let go, it was like his entire personality changed. He had been the best manager I had ever had until the the second I was no longer an employee on his team. He also couldn’t give me any answers about what I was supposed to do either. Whether that’s because he didn’t know anything or he wouldn’t, I’m not sure. If you believe the rumors, Carvana had also been quietly firing people in groups for any reason they could find for weeks prior to the layoff so they wouldn’t have to pay severance to as many people. Although I did know a few people that had been fired for stupid reasons right before the layoff, it’s still just a rumor so I don’t know if it’s true. 
Overall, Carvana was absolutely amazing while I was working there but then as soon as I was no longer an employee, they showed how little they actually cared about us.

I started on the ground floor of the Carvana Inspection Center opening day (December 3, 2018). I was one of two hired recruiters. Neither of us had any previous background in recruiting. We were expected to excel due to our sales experience and charisma, and beyond that we simply screened potential employees.

We spent our first two days learning the work habits and culture, so we could better explain to future candidates. However, our original supervisor was easily the least organized person I’ve ever met, and needless to say, we were left keeping ourselves afloat most times. Whether she was showing up late for a meeting or work itself, the only consistency with the HRG was that there were none! There were multiple times my colleague was written up for attendance purposes, meanwhile I was tardy or absent just as often with no issues. I quickly came to the conclusion that our supervisor had discriminatory tendencies. There is no reverse racism. Racism is awful every way it comes. There was plenty to be seen at Carvana unfortunately. I've heard favoring of individuals, and the original generalist was far from a poster child for any human resources department I’d ever worked with.

The core values are plastered all over the break room once inside. But they’re just pictures. The concepts are ingenious and a beautiful thought-process, but they never quite came to life. Speaking of core, my hours were also supposed to have a core time frame, contrary to what I was told when originally hired on. I left a management opportunity to take a chance on Carvana, and all because they painted the perfect picture of what every job seeking employee wants to hear. THAT REMAINS CONSISTENT WITH THE CLAIMS ON THIS PAGE. I was the recruiter for (probably) most of these individuals. We never baited and switched, but we were given the perimeters of what we could say to sell the company.

No remote opportunities available (unless you're with corporate)! I would travel 45 minutes one way Monday through Friday for work. A used car company with a surplus of inventory wouldn’t provide gas, a ride, or anything else for a loyal employee. Management are the only individuals on the premises who receive said perk. When asking about 4-day work weeks to help reduce wear and tear on my vehicle and cut back on gas costs, I was told no because it would have to be offered to too many other individuals. Meanwhile, corporate would fly a dozen people to our Indy center, and they'd return by Thursday or Friday. One of my coworkers from headquarters and I were talking during some direct recruiting efforts, and I asked, "So, when you guys get back on Friday, is it hard to get motivated to go back into work?"

"No, we'll probably all work remotely tomorrow," he replied.

That wasn’t the case when it came time for promotions. Most other recruiters were babies at Carvana, but around mid-2019 nearly all of my peers were promoted to Junior Recruiters. It came with more cush schedule, salary, and title change. While I thought I would receive the promotion, I was instead emailed a “job leveling” sheet that was made on the fly. The sheet had recruiting jobs labeled and what it takes to move onto the next tier, and I was the only recruiter not given a chance to be promoted, even though I had exceeded all records, goals, and expectations. And most of the time IT WAS WHILE I WAS WORKING WITHOUT ANOTHER RECRUITER IN-HOUSE.

I have always been promoted without a college degree. I was intending to do the same at Carvana. However, they required more degrees the further one advances. Meanwhile my superiors would preach to me about how little a tiny piece of paper meant, but they had these new standards they had to follow. I was baffled. Shortly after, I was passed over for a new recruiter who had zero experience within our industry. I left shortly thereafter.

I received praise from the GM, and my manager when I left was one of the best I’ve ever worked with! The entire Reconditioning Management team was also superb in communicating with the HR team, although that did take some time. The logistics team was out of this world superb, however they have no HR team on-site, but please don’t ask how. It's even uglier than it sounds.

It can seem messy, fast paced, and monotonous at times, but overall the concept is genius and the company was incredible to work for while it lasted!

The biggest issue was support that is located in Arizona. All questions, approvals, etc. must go through them. On their time. It can be a headache while trying to manage an endless list of tasks. It seems most individuals are brought in at a level below their true skills. Most (especially on the production side) can prove themselves and be rewarded well in a short amount of time. But they do start the pay grade typically lower to see if candidates will bite. Yet, in such a cutthroat market, they were working on improving pay scales and benefits while I was on my way out the door.

Most roles require a great deal of confidence and independence! Be sure this is you!

Initially I was excited to work for Carvana. The company seems to be growing and opportunity appeared to be available. However, although the Logistics position is relatively easy once you become familiar with the requirements, the requirements were ever changing. And with the continued modifications, knowledge was not given but instead, I felt scrutinized for not being aware of the new operation. Each time this happened, I was left to defend my actions and remind my manager that this was the way you last instructed…. Following this reveal, I would get, well we’re not doing it that way any longer, etc. , instead of an apology for the misunderstanding or proper instruction before-hand. I am aware that with growth comes Chang, but knowledge of such change is power. And to criticize without question is just bullying!

Additionally, you are timed in your duties; move a car every 10 minutes upon completing prior task. This is demeaning and unnecessary and I soon found out that we were the only ones being timed, other than retailers (whom are unfairly timed: clean a vehicle every 6 minutes - impossible!).  My work ethic is such that I work all day as best I can. I come to work every day without fail, excluding family and health emergencies.  I am proud and my employer gets the best out of me even on a bad day, and we all have them. Being timed and having a daily production percentage potentially harms the work culture. I initially let it fuel my competitive nature and performed with that mindset. However, being questioned when you don’t have a 100% day eats away at your desire to perform.  The job duties eat away at the percentage and is not recognized or appreciated. To move a car every 10 minutes is possible if every car is where it should be and in working order. This is not the case 30% of the time and those minutes to: jump a dead battery, fill flat tires, report dash light codes and drop off for repair, request tows, break into locked-out vehicles, etc.  all eat away at that 10 minute window. When that happens, inactive time begins to calculate which works against your percentage.  The. Following that “non productive” day, you are brought in for a discussion. Again, eating away at your desire to perform and that so-called positive work culture. 
Additionally, I began the job working Monday-Friday, 8 hr. shift. Did that for several months to be moved to Tuesday - Friday for several months.  Once comfortable with that, I was again switched to 4-19 hr shifts, which lasted just a couple months to then be switched to Monday-Friday for 8 hour shifts. This lasted a month and then again switched to  4 - 10 hr shifts. A coworker of mine went from days to nights and when he said he dint want those hours, he was told to find another job. My shift again was changed to Monday - Friday, 8 hr. days till I resigned. My last day, the schedule changed again to partial 8 hr. shifts and 4 a 10’s for others. This continued shift change is exhausting and very difficult to accommodate. Like I said, my work ethic is to do as instructed, which I did until I couldn’t any longer and gave my 2 weeks notice. 

We also work in the weather, no matter the weather. Initially we were not allowed to shuttle and were told that if we were found shuttling, “we were in trouble”. Crazy practice in 10 degree weather or continued rain, etc. we were give. Winter coats, reflective vests, and rain coats but that’s it. If you’re required to be in the elements, at least provide all things necessary. A year into my position I was told about the shoe plan but I had already walked out of several and too little too late. 

With regard to promotions, there are none in Logistics for the high school graduate.  There isn’t a Team Lead position, like you find in other departments. The next thing is Manager, which requires much more than a high school diploma, therefore leaving no way up. The raises are annually - their fiscal year a which works out to $.60 cents.; not enough to cover even inflation. 

Ultimately,  I didn’t find a way up with no middle positions in Logistics. Timed work makes you susceptible to scrutiny and leaving you feeling devalued.  Although logistics is pertinent and necessary to Carvana’s success, you are not compensated or treated as such. If you want to work there, only as a stepping stone; don't plan on staying unless you are a mechanic or someone with managers experience. The little man will stay little and be
in the elements without care. 

When everything is working smoothly the work culture is collaborative and helpful, and you are encouraged to reach out to peers, other departments, and leadership when you need help or have questions. You are assigned to teams and are in constant contact through chat services. On the surface everything is great and Carvana is an innovative company. However, you and your activity is tracked down to the minute. You have a 3 minute window after each call to finish any tasks for that call including call notes, any inquiries to other depts, paperwork/emails, etc. Sometimes that is fine, but a lot of the time that isnt enough time at all, often the problems are extensive and you dont hear back from the other depts you are reaching out to for hours or even the next day, so you have to try and squeeze keeping track of those things into the other 3 minute after call windows on top of those call tasks as well. You could go into something called "Task resolution" or something but could only be in there for 15 minutes max and couldn't do it too often or you'd get flagged. After clocking in you had a 1 minute window to get into "available for call" mode, or if you were 1 minute late coming back from lunch or breaks then you'd also get flagged. These flags would disqualify you from raises, that happen quarterly if all goes well. 
The reason I left was because they lost me multiple times. To explain a little better, when coming to the end of training, everyone was getting assigned to their teams and receiving their schedules. I was not. My training lead worked the entire last week of training to get things sorted out. It wasn't until towards the end of the day on ther last day of training (a Friday when we were set to be released to the live sales floor that Monday) that I was contacted with my team assignment and asked my schedule preference. I understand that happening once, sometimes people slip through the cracks, and in the end all was worked out in the nick of time. After a week or so on the sales floor my team manager left and our team was dissolved and reassigned. On my new team all was well for the next couple of months when we started to get ready to come back to office for our hybrid schedules. Around that same time my new manager let us know that he was leaving and we were being reassigned. Once again I waited and watched all my other team mates get reassigned to their new teams while I was left to sit in our now empty team section in the office. My Team lead once again didn't know what the issue was and worked until his last day to get it resolved. On his last day he messaged me and gave me the name of my new lead and bid me farewell. It was my weekend, so I was watching for this on my days off, and on my days off I was proactive and messaged my new lead to introduce myself and ask where our team was located in the office. I received no response from that lead, they just deleted the conversation thread and disapeared. Confused and concerned I tried to reach out to the level of manager above them, but he had just left for vacation, and I was left stranded with my chain of command MIA and no one to reach out to to get any answers. HR had no idea what was going on and at that point I had reached my breaking point. One time it was an understandable mistake, but twice? For a company that can track your activity down to the minute and use that to write you up or disqualify you from raises they sure did like to "lose" me. 
So I wrote an email to both HR and the Manager that was on vacation detailing everything that had happened and gave my notice effective immediately, being sure to explain that there was no point to a 2 week notice as I had no team to even report to. All they had to say was "Sorry that happened, this is how you can return your equipment." So I returned my equipment, filled my purse with free energy drinks and peaced out, and that's all she wrote. 

From day one, the experience was horrible. First, I’ll tell you what the job is SUPPOSED to be. You are supposed to be either assigned in casework (this is essentially underwriting) or inbound calls. The inbound calls are advertised as “customers calling in to ask questions regarding their documents or the status of their application”. 
The job you will be doing is not what you are “trained” to do, nor what it is advertised as in the hiring process. The job is a constant chain of dealing with cases that were mishandled by other representatives, irate customers due to the fact that their case had been continuously mishandled, and sifting through technical issues on a near constant basis. This is hard to explain, but I’ll try. In casework, most cases you receive will have already been touched by multiple other representatives. When you’re doing casework, you are reviewing documents and calling customers to tell them what additional documents they need. Because the casework is touched by so many other representatives (who have received the same questionable training you will receive - more on that later) the majority of the time, the previous reps have handled the case wrong. It is your job to call the customer and tell them that, oftentimes causing them to lose their delivery time because we don’t actually have all the documents needed, or they’ll lose the vehicle all together. You can imagine how those phone calls go. When you are taking inbound calls, you are not simply “answering questions”. You are getting irate customers. There are too many reasons to mention - but they are not calling to “ask questions”. They are calling to complain about the absolute joke of customer service they have received - rightfully so. 
The training was an absolute joke. You will not receive the support you need from the trainers or the “leadership” (just team “leads” managing - actual CSMs are impossible to find, even though they do exist...I left the company, and I still don’t know who my CSM was) on the floor in order to learn how to do this job. Once you’re out of training, you won’t find help anywhere. Everyone who has somehow managed to become knowledgeable about the job either is too overworked and worried that they’re going to get scolded for doing something other than answering the phone, that they won’t help you.
Between my training coach being absent a large percentage of the time we were in training, to the complete lack of willingness (and sometimes downright refusal) to help, my training class was neglected - and you will be too. The main concern by “leadership”, both on the floor and in training, seems to not be answering the question you have, but HOW the question is asked. The last time I was told to ask a question in a different Slack channel was the final straw. It is almost comical how ridiculous that is. If you know how to help, do it. Unfortunately, they don’t actually know how to help. More often than not, the “trainers” told me conflicting information. They are about as uninformed as the new hires they are supposed to be training.
I have been in positions similar to both the “trainer” and “team lead” roles at Carvana. I have worked as equals with a lot of people in that type of position. There is a better way to run this department - but the “leadership” is completely unreceptive to feedback.
They expect you to stay clocked in past the end of your shift, work through breaks, and work through lunch if you are still working on a case, even if it takes you two hours. If you’re in the closing shift and you are assigned inbound calls, you have to stay on the phones until the call queue is empty (sometimes there is upward of 300 pending calls - I’ll let you guess how long you might be clocked in after the end of your shift). The company has zero respect for your time. You are just a number to them.
I am begging you not to take a job here. It is the biggest waste of your time. If you’re looking for a big company job, find a job anywhere else.

Carvana, in my opinion, is a great company overall and has a great culture with all of the team leaders and advocates. Carvana, as a company, is growing in every way; from the amount of people working there, expanding markets, but also getting it processes down pat and getting all of its members on the same page. The major issue, as many have already spoken to, is the fact that the training does not always reflect what you will actually be going through while on the job/on the phone. The training does prepare you to use the systems and menus that you will be going through, however, there were countless occasions where customers would ask questions or have issues that you were never trained to handle, nor do you even know where to start sometimes to solve them. This prompts you to do what's natural: to ask. The problem is that you have to ask in a chat channel called Slack (similar to Discord) and you have to wait for a response. Sometimes your question doesn't get answered and this leaves you in a tough spot. You can't leave the customer hanging but you can't get an answer and this puts you on an island. There are some things that do get answered, but you would not be trained to know these answers; you basically have to ask and that's how you find out. So many questions or problems were only answered by having a hard time and keeping it in mind for future reference, for yourself and teammates. However, in my opinion, that isn't how people should be learning. We should be trained or have the answers available to us some other way. Like other reviews have stated, you are given some training and then they throw you into the frying pan that is talking to customers. My training was 3 weeks of learning the systems, menus, and how to verify and approve different items, and the fourth week they put you on the phones, which is still considered part of training. Coupled with the work from home aspect, you are basically on your own from there on out, and everything else I have stated comes into play. Customers have questions about interest rates and terms, credit inquiries, the cars themselves, speed bumps in their process, and countless other subjects that you would just have no idea about until you went and asked someone who was knowledgeable about the inner workings. I realize that some of these things are just part of working in a call center environment, like having someone complain about the process to you even though you have spoken to them for the first time ever in your life, but something needs to be done about this. 

Personally, I don't think that Verifications Advocates should be customer facing. Among all of the other hoops we have to jump through to verify incomes, employment, and making sure insurance documents are OK, we should be relaying our findings back to a traditional customer service rep, the way underwriters of other companies normally do, so that way it takes the pressure off of us. No one wants to hear that you calculated their income and don't make enough because then they think you did something wrong or missed their bonuses. Furthermore, some of Carvana's policies were not easy to explain to customers as far as why things are the way they are. With all this in mind, I do feel that we were fairly compensated for these things, it is just a matter now of deciding whether or not the stresses of the job are worth the pay and possible advancements/raises.

First and foremost: I've worked in my role for six years and change as of writing this and I can truthfully say that Carvana attracts genuinely good people. Very rarely do you have a bad interaction with a co-worker, regardless of department, and people are, for the most part, genuinely willing to help. Despite its many flaws, Carvana's people, my direct management in particular, has kept me around this long, and I've seen that repeated by many across departments within the company. The company's benefits are good and the pay is reasonable at best. I can't speak to many perks outside the standard benefits as the department, location and role I work in in particular receives slim to none - that's more a circumstance specific to my spot than an indictment of the company as a whole although you can certainly extrapolate that as you see fit.

Carvana, of course, tries to position itself as "young" and "fresh", but the "startup" feel Carvana had when I first started has clearly faded in some ways while in others you can definitely still feel it; the company has undoubtedly become more "corporate" since its IPO and has lost a good bit of its personality in the process. There's two sides to that coin since at one level, it's nice to have a certain degree of flexibility in a lot of the day-to-day and you're very much required to "make it up as you go along" in a lot of cases, but at the same time the lack of structure can drive you insane if you let it. If you're coming from an old-school, heavily regimented company, this is going to feel 100% like a free-for-all, and it would be easy to describe as "disorganized" by many.

Outside that particular point, the biggest, most obvious problem the company faces is communication between employees "on the ground" versus people who work "at corporate." There's been a massive disconnect here for as long as I've been here that has shown maybe only minimal signs of improvement over my tenure. Corporate employees generally don't trouble themselves with the day-to-day of their lower-level counterparts despite heavily pushing centralization and you end up with the rebuilding of totally functional, long-held systems that get replaced with semi-functional guesswork because those in charge of creating the systems often have zero specifics on what they're trying to accomplish. This also creates the perception that corporate is "out of touch" with what's actually going on at the ground level - it's often a game of telephone where you'll ask for something, wait a month, then either never hear back or receive something completely different than what you asked for that corporate sees as a perfect solution to your problem.

Other times, though, communication is able to go straight through to whoever needs to hear it and things get done. That's actually another two-sided issue: when things do happen, they tend to happen very quickly and with minimal preparation. The company's tenet of "Stay Scrappy" can be felt strongly here - usually that ends up feeling more like a cop-out for bad preparation rather than the thumbs-up-and high-five routine they want it to be but in the end what needs to get done still gets done.

Despite all that, the overall experience is still positive. People here are genuinely willing to help you get where you should be and I've built a lot of relationships I'll have for life having worked here. It's worth your time to take a look, but definitely take it all with a grain of salt.


The days in Market Operations at Carvana always have the same structure, but are never the same which is what kept it exciting and fresh. The Market Operations Manager (MOM) is the captain of the ship for each market, meaning they own the market and are accountable for literally everything happening in the hub and is expected to steer their team to be successful.

A typical day starts with getting the lay of the land (what's the delivery schedule look like, who's in training and needs what, which cars are ready/stuck/late) and identifying gaps. Then it's into standups with Team Leads/the entire team, delegating tasks, and ramping up the energy in a positive and productive way.

Then there's reviewing KPIs, bouncing between identifying and resolving logistics issues, customer escalation, inventory concerns, scheduling conflicts, and registration issues. If you're lucky to have Team Lead(s), a lot of it is delegated either via AOR, by shift (opening/mid/close), or general availability depending on urgency.

You might jump in to clean cars or other general manual labor, but a majority of the time a MOM will be coaching Team Leads and/or other team members, handling performance conversations, hiring/interviewing. Think half manager, half coach, and half therapist (yes, that's three halves because a MOM no matter what is doing the work of more than one person).

Zooming out, the MOM is identifying bottlenecks, planning, and communicating updates to both senior leadership (and their Team Leads if applicable), spotting trends, fixing broken processes, and hitting aggressive targets.

The MOM and Team Leads are also responsible for setting the tone and injecting their markets with Carvana culture, often resulting in amazing, spunky, fun team settings which is the most enjoyable part of the job. The hardest part isn't being able to properly blocking time, hitting everything at their specific cadences, and juggling daily struggles, but more so having a manager that trusts and believes you're firing on all cylinders and supports you.

I learned a lot during my time at Carvana, was fortunate to be promoted several times, and worked with some amazing people across several departments and locations. I also learned that when a department shifts or role responsibilities/expectations change, senior manager support is inconsistent, sometimes non-existent, and can be disingenuous. I worked for and with plenty of supportive, encouraging, and overall outstanding managers, but unfortunately I also worked with/know some that I wouldn't trust to even have a relationship with a rock. 

The opportunities are endless, the work is rewarding, and the compensation/benefits/perks are great. If you can roll with the punches and are lucky to not have a degrading, verbally/mentally/emotionally abusive manager, Carvana is the place to be.

Core values have been lost. Refocus plan is micro manage teams which seems to mostly affect the die hard employees from the days when customers were put first. Instead of recognizing the poor hiring decisions made during 2021 when the demand increased faster than anticipated. Poor business management from the top and not creating any organization between teams or standard operating procedures, which created a domino affect of messes that will take years to clean up and millions of dollars wasted. However, instead of taking accountability from the top, the company has chosen to renege on nearly every promise they have made to their employees regarding career paths, pay, work/home life balance, and how they measure your performance. Two mass layoffs in the last 6 months with no advanced notice. Employees would be finally offered their dream role/career, only to be laid off a week later. Massive "updates" would roll out on the advocate floor without any one advocate being notified of these changes, only to find out later that they were being put on probation for being non-compliant to these policies. In one department, they have certain metrics that are tracked and compared to their peers. However, there is not one person, no supervisor, nor manager, who can explain to you how these metrics work. So if you are doing poorly, there is no area for you to evaluate and attempt to improve on, because there is no one who can tell you WHY your metrics are doing so poorly. In one instance, I was doing poorly on my metrics and my supervisor assumed it was because the system had changed my shift for a different type of shift, a week after I had worked it. And even though I had supplied plenty of proof that I worked my regularly scheduled shift, during the times I was scheduled, there was no way to refute the Metrics. Humans could see there was an error, but no human could tell the AI it was wrong. I later switched to a different department where I was promised my same pay and no more metrics. I have been in this role for a year now and I am still making less than I was when working the advocate floor and we now have some of the strictest metrics I have ever dealt with since being with the company. And the workload is so much greater than it was when I was on the advocate floor. Benefits are no longer affordable. They are requiring everyone to work in the office, creating more hardship due to these gas prices. Employees used to have benefits to inventory, wholesale prices and sticker price reductions, but that has mostly been taken away. Maybe they will turn things around in a couple of years, but I would avoid this company all of 2023 at the very least. 

I worked with the company as a CSR rep in customer experience department between Summer 2021 and summer 2022. Ive grown to appreciate my time at caravan as time passes because my customer service skills really grew here. Caruana really taught me how to take difficult situations head on and to embrace challenge. So for that I thank them.

A Typical day at carvana consists of answering calls about a wide range of issues regarding purchases. At first you start off in their Pre-sale department, helping customers new to the company navigate the website and explain how Carvana in general works. After a few months they will move you into their "post-sale" team. This is where you really get to peel back the curtains and see the skeletons in the closet so to speak with the company. Post sale training was definitely the most stressful work training i ever had. You are mainly handling customer complaints with purchases, mostly issues with cars or customers trying to return their vehicles after their return window is up.  Since customers are spending a ton of money there are alot of emotions on their end when issues come up. Not all, but a lot of customers were extremely upset and the company expected you to be able to talk them down without getting management involved. Management would often refuse to take the calls even when you have tried everything to de-escalate the customer. 30 minutes phone calls with angry customers were common, with no life line from management. It left you feeling like you were really on your own with no support from your superiors but also forces you to adapt and be resourceful to solve issues on your own.

 Leadership was a revolving door for most teams however, I had my team lead for most of my tenure there until the layoffs so i had more stability then most employees do. My next Team Lead only lasted 6 months before they moved on. The company was not really hiring from within either. They were constantly looking to hire management from other company's to replace lost team leads. It dampens the work culture when you are hyping your employees up about promotion chances and then give all the opportunities to people from other company's. 

The company's benefits were pretty good. Good health care and disability leave if needed. They do not have enough PTO though and wont let you take work off if you dont have any. 

Also the layoffs were pretty tough to witness in real time. A lot of people who really liked their jobs got fired.

TLDR: I would not recommend working here. They pay is not near enough for the customer services skills needed to handle the types of escalations they get. They bill this as an entry level CSR job but its far from it. I hope the company has taken its time to get itself together and clear the issues(registration problems and bad cars). Little to no job security, two layoffs and little growth since to feel good about. I think in time this could be a decent job but as the company sits right now I would not recommended working there. 



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