ADESA Customer Experience Advocate

Carvana•Tempe, AZ

12h•$18 - $19•Onsite

About The Position

ADESA, a Carvana-owned company operating more than 50 locations in the U.S., remarkets vehicles for dealers, commercial lenders, manufacturers, and others. The Customer Experience Advocate joins ADESA Central Operations and handles product and service issues for buyers, sellers, transporters, and dealers. This role focuses exclusively on ADESA wholesale remarketing operations and is performed in person at the Tempe headquarters. This is a full-time, hourly position with an assigned schedule, typically 38–45 hours per week. The team supports customers Monday through Friday from 8:00 AM to 8:00 PM Eastern Time, corresponding to approximately 5:00 AM–5:00 PM or 6:00 AM–6:00 PM Arizona time depending on the time of year. Starting pay is $18 per hour, or $19 per hour for bilingual candidates. The role provides customer support through calls, chats, and emails; resolves a range of product and service concerns; records interactions in Salesforce; and coordinates with internal teams and auction partners. Candidates should be customer-focused, proactive problem-solvers who can adapt to a fast-paced environment. Hiring is contingent on passing a complete background check, and the role is not eligible for visa sponsorship.

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 thorough approach to resolving issues.
Basic technical proficiency, including the ability to use multiple screens and learn new systems quickly.
Flexibility and ability to adapt in a fast-paced, dynamic environment.
Ability to read, write, speak, and understand English.
Ability to pass a complete background check.

Nice To Haves

Familiarity with automotive titles, logistics, or dealership operations.
Experience in multichannel customer support through chat, email, and phone.
Knowledge of ADESA or Carvana systems.

Responsibilities

Handle customer interactions through calls, chats, and emails.
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 technical support or appropriate internal departments when necessary.
Connect customers with internal departments and auction partners, including Titles, Dealer Registration, Arbitration, Payments, Technical Support, Financial Operations, and IT.
Use active listening to provide personalized support and address individual customer needs.
Provide feedback on system inefficiencies and recurring customer pain points to support continuous improvement.