ADESA Customer Experience Advocate

About Us

ADESA, a Carvana owned company, currently operating over 50 locations throughout the US. Our Vehicle Service & Logistics Centers, some up to 200 acres, provide a wide array of vehicle services including repair & reconditioning, auction remarketing, and many of our sites serve as market hub distribution centers. Our inventory comprises hundreds of thousands of vehicles across North America from retail to commercial, OEM & more.

We work in a service industry and embrace a “we” versus “I” culture – help others, and they will help you. Our industry is fun, fast-paced, and competitive – and filled with the best people who are passionate about what they do.

We’re excited about the future! As an industry leader, ADESA is poised for a multi-year expansion including huge investments in facilities, massive sales growth, and an ever-increasing inventory of vehicles! We are looking for great people who want to take this journey with us!

Role and Team

The Customer Experience Advocate is customer-obsessed and strives to provide a world-class service experience with each and every customer interaction. We are not just a call center - we interact with our customers through many channels, including email, calls, chat, text, video, social media, slack, etc. We are looking for team members who are natural communicators and who understand how to make personal connections with our customers and help ensure their inquiries are addressed in a prompt, efficient manner. 

Responsibilities

• Support inbound inquiries from internal and external customers as they interact with our online tools, products, and services
• Follow up or initiate outbound calls related to titles, vehicles, etc. to ensure our customers are provided information when time is of the essence
• Resolve product or service problems by identifying issues quickly, clarifying the customer’s request, determining the cause of the problem, and selecting and explaining the best solution to solve the problem to attain First Contact Resolution
• Escalate customer issues that require next-level review or technical expertise
• Serve as a connection between the customer and various departments - connecting the dots to seamlessly meet customer support needs
• Proactively provide feedback to supervisors and other stakeholders regarding customer issues or when system functionality is impacting the ability to transact
• Bring a positive and contagious attitude to work each day, supporting both your coworkers and customers
• Collect and communicate accurate and complete information by using the right methods and following procedures for creating cases in our system
• Support other ad hoc projects and tasks as assigned

Qualifications

• High school diploma or equivalent required; Associate degree preferred
• Minimum 1 year of customer support or call center experience
• Proficient computer skills and familiarity with Microsoft or Google Suite applications
• Excellent verbal and written communication skills
• Excellent interpersonal skills with proven ability to influence, defuse, reconcile, and remedy customer issues to achieve First Contact Resolution
• Demonstrated aptitude for active listening, critical thinking, and problem-solving skills
• Proven track record of superior customer service skills
• Demonstrated ability to quickly learn new technology and a desire to solve problems efficiently
• Confidentiality and integrity while handling sensitive information
• Proven ability to manage deliverables and metrics against aggressive targets and timelines
• Ability to commute 5 days per week to our beautiful Tempe HQ

ADESA Benefits and Perks

Competitive Pay | Quality Benefits | Holiday and Paid Time Off | Education and Equipment Reimbursement Programs | Matching 401(k) | Career Path Opportunities | And More!

Other Requirements

To be able to do your job at ADESA, you must be able to read, write, speak, and understand English. Of course, we’ll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.

Legal Stuff

Hiring is contingent on passing a complete background check.  This role is not eligible for visa sponsorship.

ADESA 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.  ADESA also prohibits harassment of applicants or employees based on any of these protected categories.

Please note 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.