Fun
When was Carvana founded?
2012
You get a case with a work item that you are not skilled in. What would you do?
Work what you ARE skilled in, leave the work item you are NOT skilled in. Unable to Complete: M0 Partial Case. Do Not Call.
What does TCC and ECM stand for?
True Customer Connection and Every Customer Matters
True or False: We can accept a scan of a DL for Identity Verification if all the information is clear
False. We cannot accept scans of DLs
True or False
I must call out to a customer when they are Greened.
False
Is there more wheels or doors in the world?
WHEELS!!
True or False? You get a case with an Orphan Payment work item, along with work items you are skilled for. You work what you are skilled for and then reach out to a TL about the Orphan Payment.
False. Touch nothing, reach out to TL right away
True or False: After submitting a TCC in hot notes, I don't need to do anything else to be entered into weekly TCC raffles
False. We need to fill out the workflow in #verification-advocates to get an entry for the raffle!
What does Full Name State require?
What is the call window when we ARE able to contact our customers by phone?
8am - 8pm their time
Name all the R2 TL's you just met today
Colin, Dominique, Damion, Mike, Zack, Jarod
True or False: You should select Unable to Complete: Not Skilled when you get a case with items you are not skilled in
False. Never use "Not Skilled"
True or False: You can create a TCC for a customer that you were not able to Green
True. Don't let not Greening a customer stop you from making those connections!
True or False: NADA's example of a DL is not the most up to date. We would clear DL using a .gov site and select NADA as the clearance method
True. Whenever we use a .gov site to clear a DL, we still clear work item via NADA and notate DL cleared via .gov site. We must also notate that NADA does not have most up to date DL/ID
When additional documents and/or action items are needed from the customer we should be making an outbound call AND ____before moving on to the case?
Submitting a Customer Request
What is the most popular vehicle color in the US?
White
Notes indicate Vehicle accepted yesterday, new purchase populated. What would you do?
Unable to complete: Mark as Swap
List 3 things we could make small talk about with your customers
-Things about where they live
-Hearing animals/kids in the back round
-Asking about why they went with the vehicle they picked out
-Did they fill out a March Madness bracket?
-First fun trip they plan on taking with their new vehicle
- What made them choose Carvana
How should you proceed if State DMV site is down?
UW Exception Ticket, TL Approval. Select clearance method used and notate Why
In the instance I am working a case that has work items I have not yet learned in Rotation, I would work all items I am skilled on, submit any needed Customer Request, NOT make an outbound call, and then ______.
Select Unable to Complete -> M0 Partial Case
What Country has the most vending machines per capita?
Japan
Notes state vehicle has been Delivery Pushed and Customer has not notified. What would you do?
Unable to complete: Mark Complex, Select Delivery Push
Empathy isn't only created around something negative. Give us an example of what Positive Empathy could sound like
Judges?
Example: Customer's name in Carma is Al Michaels, but on his DL his name appears as Albert Michaels. He does not live in a Full Name State. Do we need to RB and update name in Carma?
YES! Even though it is not a Full Name State, the contracts must ALWAYS match the DL. This also includes suffixes (Jr., Sr., III)
If an advocate left a message within the last hour with no new work items to review, do I need to make a call?
Yes - since we did not make contact with the customer