ADESA Customer Experience Advocate

Carvana•Tempe, AZ

3d•Onsite

About The Position

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! 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.

Requirements

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
To be able to do your job at ADESA, you must be able to read, write, speak, and understand English.
Hiring is contingent on passing a complete background check.
This role is not eligible for visa sponsorship.

Nice To Haves

bilingual candidates start at $19/hour

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