Senior Advocate, Customer Experience (ADESA)

Senior Advocate, Customer Experience (ADESA)
Tempe, AZ

About Us
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!

Role and Team
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. 

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

Qualifications

• High school diploma or equivalent required; Associate degree preferred
• 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

ADESA Benefits and Perks
Competitive Pay | Quality Benefits | Holiday and Paid Time Off | Education and Equipment Reimbursement Programs | Matching 401(k) | Career Path Opportunities | And More!

Other Requirements
To be able to do your job at ADESA, you must be able to read, write, speak, and understand English. Of course, we’ll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.

Legal Stuff
Hiring is contingent on passing a complete background check.  This role is not eligible for visa sponsorship.

ADESA is an equal employment opportunity employer.  All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law.  ADESA also prohibits harassment of applicants or employees based on any of these protected categories.

Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.