ADESA Customer Experience Advocate

Carvana•Tempe, AZ

2d•Onsite

About The Position

ADESA, a Carvana-owned company, is seeking a proactive and customer-focused Customer Experience Advocate to join the ADESA Central Operations team. This role is crucial for resolving a diverse range of product and service issues, ensuring a seamless and positive experience for our customers (buyers, sellers, transporters, and dealers). This position is exclusively for the ADESA CX Advocate role, which focuses solely on ADESA's wholesale remarketing operations.

Requirements

High School diploma or equivalent required.
1+ year of previous customer service or contact center experience.
Strong verbal and written communication skills, with active listening and the ability to provide personalized, empathetic support.
Strong problem-solving and critical thinking abilities, demonstrating an ownership mentality to solve problems thoroughly.
Basic technical proficiency, including the ability to utilize multiple screens and quickly learn new systems.
Flexibility and ability to adapt in a fast-paced, dynamic environment.
Must be able to read, write, speak, and understand English.

Nice To Haves

Familiarity with automotive titles, logistics, or dealership operations is a plus.
Experience in multi-channel customer support (chat, email, phone) or knowledge of ADESA/Carvana systems is a plus.

Responsibilities

Create exceptional experiences by handling customer interactions across multiple channels, including calls, chats, and emails.
Problem-solve with a purpose by resolving a wide range of product or service issues such as title questions, login difficulties, payment concerns, and dealer access problems.
Clarify and resolve customer concerns efficiently to achieve First Contact Resolution.
Troubleshoot and resolve issues quickly, ensuring accurate logging of interactions in Salesforce and escalating complex backend issues to appropriate technical support or internal departments when necessary.
Navigate cross-functional issues like a pro by connecting customers with internal departments, including Titles, Dealer Registration, Arbitration, Payments, Technical Support, Financial Operations, IT, and Auction partners.
Practice active listening to provide personalized support and effectively address unique customer needs.
Provide feedback on system inefficiencies or common customer pain points to support continuous improvement initiatives.