Customer Advocate - Dealership Operations

We're looking for Customer Advocates with at least 2 years of customer-facing experience to build an exciting career at Carvana - the fastest-growing used automotive retailer in U.S. history and one of the four fastest companies to make the Fortune 500!

Whether it's delivering happiness to customers on the driveway or getting involved in the local community, our Customer Advocates are leading the charge in reintroducing happiness into the car-buying process. Ready to join the 'Hauler-Life'? 

Shift Requirement: This role requires an 8-hour shift between 9:00am and 7:00pm, Monday through Saturday, with rotating days off per week.

Unlock Your Earning Potential!

We offer a competitive starting hourly rate of $18/hr with significant growth opportunities based on performance. You can boost your earnings within a short timeframe:

• Pay Range: $18-$20 hourly
• Starting Pay: $18/hr
• At 3 Months: $18.50/hr
• At 6 Months: $19/hr

In your first year, you can progress from $18/hr to $20/hr through our performance-based Careers Not Jobs program, which provides four merit opportunities annually. As part of this program, eligible team members can enjoy an additional $0.50 increase in their pay every 90 days. 

And that's not all! Market Operations may offer other performance-based incentive programs specific to your location, potentially unlocking even greater earnings. 

Benefits + Perks:

We continually invest in our team members’ success because when our team members grow, we grow. Here is how we invest in you: 

• Compensation: Competitive, Performance-Based Compensation PLUS 401(k) with Carvana match, opportunity for overtime during busy seasons
• Fast Track Advancement Opportunities: Stellar performers achieve higher pay rates sooner based on performance. Hard work and stellar performance won't go unnoticed.
• Health & Wellness: 100% Company Paid Healthcare Premiums plus Dental + Vision benefits. Wellness program to support mental, physical and financial health. We know pets are family too! Benefit from our pet care savings program to keep your furry friends healthy and happy.
• Time Off & Work-Life Balance: Generous paid time off (13 days for the first year, increases to 20 days thereafter) 
• Education Support:  We support you depending on where you are at in your education journey - if you are looking to pursue a bachelor's degree, we offer tuition reimbursement. And if you already have your bachelors degree we have a student loan repayment program!
• Equity: Carvana Shares is something that we grant to our team members on an annual basis where you get to be an ‘owner’ in the company. We also offer an Employee Stock Purchase Plan discount!
• Professional Development: Extensive internal growth and professional development opportunities
• And more!

About The Role:

As a Customer Advocate, Dealership Operations, you will be the face of Carvana and CDJR, owning the end-to-end customer experience for both walk-in and appointment-based shoppers in our Casa Grande showroom. You’ll play a critical role in delivering a world-class, customer-first vehicle buying experience in a transparent, single-price, no-haggle, and low-pressure environment—a core part of what makes Carvana different.

Customer Advocates embody Carvana’s values of transparency, trust, and simplicity. They thrive in a fast-paced, innovative culture, are passionate about reinventing the car buying journey, and believe in treating every customer with respect and empathy. Advocates enjoy making meaningful connections, offering expert guidance, and ensuring every customer walks away feeling confident, cared for, and excited about their new vehicle.

Who You Are:

• Passionate about providing exceptional customer service.
• Detail-oriented and organized, with a strong sense of ownership and accountability.
• Excellent communicator, both in-person and digitally.
• Comfortable quickly learning new platforms and systems.

Knowledgeable or eager to become an expert in CDJR products and automotive trends.

Key Responsibilities:

In-Showroom Customer Experience

• Serve as the primary point of contact for customers in the showroom, guiding them from initial inquiry to sale and post-sale follow-up.
• Work with customers in-store and via phone/email/text to understand their needs. As needed, facilitate Showroom visits and test drives based on preferences.
• Finalize vehicle selection and support order placement from dealership inventory or online platforms.
• Deliver a seamless, white-glove experience by setting up app connectivity and providing detailed warranty and maintenance information.

Customer Nurture And Sales Support

• Proactively move customers through the sales funnel, quickly responding to inbound leads and providing helpful action-oriented customer support
• Act as a CDJR product specialist, remaining up-to-date with all OEM training and product updates across the CDJR lineup. Be customers’ go-to source for vehicle-related questions, ensuring customers feel confident and informed in their purchase decisions.
• Guide customers through real-time in-dealership carvana.com sales using Carvana’s proprietary tools such as Carma and Cruise Control.
• Guide customers through the Carvana New Car pickup and STC drop-off processes
• Engage in B2B sales by building relationships with local businesses to drive fleet sales for CDJR.

Post-Sale Relationship Management

• Continue customer engagement beyond the point of sale, checking in at key ownership milestones (e.g., first service, anniversaries).
• Maintain regular communication to ensure customer satisfaction, answer follow-up questions, and foster long-term relationships.

Inventory & Lot Management

• Maintain a clean, organized, and visually appealing sales lot. Ensure vehicles are neatly parked, aligned, and merchandised with proper key tags and clean interiors/exteriors.

Regularly review and scan inventory to ensure high quality and accurate location tracking.

Legal Stuff

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Carvana is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. Carvana also prohibits harassment of applicants or employees based on any of these protected categories.

All applicants must pass a drug test and obtain a DOT Medical Card. This roles is not eligible for visa sponsorship. Must be at least 21 years of age and possess a valid driver's license. Must be able to read, write, speak, and understand English.”