Senior Advocate, Customer Experience (ADESA)

Carvana•Tempe, AZ

14h•Onsite

About The Position

The Senior 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 team and customers through many channels, including email, calls, chat, zoom and slack, etc. This individual will be able to easily provide guidance and support to peers, consistently role models the ADESA culture, and act with integrity without supervision. 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
Minimum 2 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

Associate degree preferred

Responsibilities

Be the voice of ADESA. You will interact with internal and external customers on the phone, receiving inbound calls, and also making outbound calls
Ask probing questions, understand the customers’ needs and priorities, and problem-solve in real time
Demonstrate critical thinking by considering the downstream impact of your decisions before making the decisions
Act as a mentor to the advocates and train new hires on the team
Attend to escalated customer issues that require next-level review, cross-functional partnership or technical expertise
Listen to phone calls and provide feedback to team members, ensuring a high quality experience for every customer
Serve as a connection between the customer and various departments - connecting the dots to seamlessly meet customer support needs
Proactively provide feedback to peers, 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
Embrace new challenges every day. Being adaptable and flexible is critical!
Exemplify our value of zagging forward by identifying how we can improve and streamline our business processes
Other duties as assigned