ADESA Customer Experience Advocate

Carvana•Tempe, AZ

2d•Onsite

About The Position

ADESA, a Carvana-owned company operating more than 50 locations in the United States, remarkets vehicles for dealers, commercial lenders, manufacturers, and other customers. The Customer Experience Advocate joins the ADESA Central Operations team and supports customers involved in ADESA’s wholesale remarketing operations, including buyers, sellers, transporters, and dealers. The role resolves a variety of product and service issues to provide a seamless, positive customer experience. This is an in-person, full-time hourly role at ADESA’s Tempe, Arizona headquarters, with an assigned schedule typically totaling 38–45 hours per week. The team supports customers Monday through Friday from 8:00 a.m. to 8:00 p.m. Eastern, corresponding to 5:00 a.m. to 5:00 p.m. or 6:00 a.m. to 6:00 p.m. Arizona time depending on the time of year. Starting pay is $18 per hour, or $19 per hour for bilingual candidates. Hiring is contingent on passing a complete background check. The role is not eligible for visa sponsorship. ADESA is an equal employment opportunity employer and provides reasonable accommodations for employees with disabilities.

Requirements

High school diploma or equivalent.
At least 1 year of previous customer service or contact center experience.
Strong verbal and written communication skills, active listening, and the ability to provide personalized, empathetic support.
Strong problem-solving and critical-thinking abilities, with an ownership mentality and a thorough approach to resolving problems.
Basic technical proficiency, including the ability to use multiple screens and learn new systems quickly.
Flexibility and adaptability in a fast-paced, dynamic environment.
Ability to read, write, speak, and understand English.
Must pass a complete background check.
Not eligible for visa sponsorship.

Nice To Haves

Familiarity with automotive titles, logistics, or dealership operations.
Experience providing customer support through multiple channels, such as chat, email, and phone.
Knowledge of ADESA or Carvana systems.

Responsibilities

Handle customer interactions by phone, chat, and email.
Resolve product and service issues, including title questions, login difficulties, payment concerns, and dealer access problems.
Clarify and address customer concerns efficiently to achieve First Contact Resolution.
Troubleshoot issues and accurately log interactions in Salesforce.
Escalate complex backend issues to appropriate technical support or internal departments when necessary.
Connect customers with relevant internal departments, including Titles, Dealer Registration, Arbitration, Payments, Technical Support, Financial Operations, IT, and Auction partners.
Listen actively and provide personalized support tailored to customer needs.
Provide feedback on system inefficiencies and recurring customer pain points to support continuous improvement.