Carvana
ADESA Customer Experience Advocate
Tempe, Arizona. Posted 4 days ago
The role
The Customer Experience Advocate resolves product and service issues for buyers, sellers, transporters, and dealers. This role handles customer interactions across calls, chats, and emails to ensure a positive experience.
What you will do
- Handle customer interactions across calls, chats, and emails.
- Resolve product or service issues such as title questions, login difficulties, payment concerns, and dealer access problems.
- Achieve First Contact Resolution for customer concerns.
- Troubleshoot and resolve issues and log interactions in Salesforce.
- Escalate complex backend issues to technical support or internal departments.
- Connect customers with internal departments including Titles, Dealer Registration, Arbitration, Payments, Technical Support, Financial Operations, IT, and Auction partners.
- Provide personalized support through active listening.
- Provide feedback on system inefficiencies or customer pain points.
Required qualifications
- High School diploma or equivalent
- 1+ year of previous customer service or contact center experience
- Strong verbal and written communication skills
- Strong problem-solving and critical thinking abilities
- Basic technical proficiency
- Ability to utilize multiple screens and 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 have
- Familiarity with automotive titles, logistics, or dealership operations
- Experience in multi-channel customer support (chat, email, phone)
- Knowledge of ADESA/Carvana systems
Benefits
- Competitive Pay
- Quality Benefits
- Holiday and Paid Time Off
- Education and Equipment Reimbursement Programs
- Matching 401(k)
- Career Path Opportunities
Before you apply
- Hiring is contingent on passing a complete background check
- This role is not eligible for visa sponsorship
About the company
ADESA, a Carvana-owned company, operates over 50 locations throughout the U.S. and remarkets vehicles across North America.