ADESA Customer Experience Advocate

Job Description

Job Description

IN PERSON HIRING EVENT - Monday, October 5th

This event is only open for the ADESA Customer Experience Advocate - Onsite (Tempe, AZ) position only. No interviews will be hosted for other open Carvana roles on this day.

Compensation: Starting at $18/hour; bilingual candidates start at $19/hour

About Us

ADESA, a Carvana-owned company, currently operates over 50 locations throughout the U.S. We remarket hundreds of thousands of vehicles across North America from Dealers, Commercial Lenders, Manufacturers & 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.

Build a Career with Us

We want team members who aren't afraid to dive in, solve problems, and level up their skills. Because we're always evolving, there is always room for high performers to step into higher-level roles. Hard work doesn't go unnoticed here—if you drive an impact, you'll find plenty of space to advance.

About the Role & Team

We are 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).

Important Note: We have a similar job posting for Carvana-focused Customer Experience Advocates, but please note that this position is exclusively for the ADESA CX Advocate role, which focuses solely on ADESA's wholesale remarketing operations.

Location & Working Hours

• Location: Join our team of Advocates working in person at our Tempe headquarters!
• Hours: This is a full-time, hourly role with an assigned schedule (typically 38–45 hours per week). Our team supports our customers from 8:00 AM to 8:00 PM EST, Monday through Friday , which translates to 5 AM to 5 PM or 6 AM to 6 PM AZ time, depending on the time of year.

What You'll Be Doing

• 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.

What You'll Bring

• 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.
• 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.
• Must be able to read, write, speak, and understand English.

What we'll offer in return

• Competitive Pay and Quality Benefits
• Holiday and Paid Time Off
• Education and Equipment Reimbursement Programs
• Matching 401(k)
• Career Path Opportunities - High performers unlock incredible advancement paths!
• And More!

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. 

Of course, we'll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs. 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.