Advocate, Concierge Services (ADESA)

ADESA • Tempe, AZ

73d

About The Position

ADESA, a Carvana-owned company, currently operates over 50 locations throughout the U.S. Our auto auctions, some up to 200 acres, provide a wide array of vehicle services that surround our wholesale vehicle remarketing efforts, including retail and wholesale reconditioning, transportation, keys, data analytics, and many of our sites serve as market hub distribution centers for Carvana. We remarket hundreds of thousands of vehicles across North America from Dealers, Commercial Lenders, Manufacturers & 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 also excited about the future! As an industry leader, ADESA is poised for expansion, including investments in facilities, sales growth, and an ever-increasing growth in customer inventory of vehicles for us to remarket! We are looking for great people who want to take this journey with us!

Requirements

• High School diploma or equivalent required; Bachelor's degree preferred.
• Proven experience (e.g., 2+ years) in a high-performing customer engagement, client relations, or similar customer-facing role within a dynamic, metrics-driven environment.
• Ability to collaborate with others & have a teamwork mentality.
• Be a champion of change.
• Strong problem-solving abilities.
• Excellent time management skills.
• Results-oriented mindset.
• Strong communication skills.
• Tech-savvy with the ability to navigate multiple platforms and applications (Salesforce, AMS, auction platforms, Carma, Tableau).

Responsibilities

• Serve as the primary point of contact for approved Concierge accounts, addressing all service and business needs.
• Manage cases through Salesforce, submitted by Concierge accounts and auctions, acting as the direct bridge between the customer and ADESA.
• Consistently solve challenges related to incorrect pricing or fees, arbitration issues, and title release/update discrepancies.
• Navigate tactfully and effectively through challenges presented by diverse auction Standard Operating Procedures (SOPs) to satisfy customer needs while representing ADESA well.
• Manage time working through cases, connecting with auctions and ADESA teams to provide comprehensive, accurate, and timely responses to customers.
• Work with a strong sense of urgency to close cases within 5 days of creation.
• Exhibit a strong balance of interacting with both internal and external stakeholders.
• Drive urgency to action through highly effective written and verbal communication, demonstrating tactfulness when delivering difficult messages.
• Utilize available tools and resources to understand business performance and identify opportunities for process improvement.

Benefits

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

What This Job Offers

• Industry: Merchant Wholesalers, Durable Goods
• Education Level: High school or GED