Customer Experience Advocate
3 weeks ago
ADESA, a Carvana owned company, operates over 50 locations throughout the US. Our Vehicle Service & Logistics Centers provide a wide array of vehicle services, including repair & reconditioning, auction remarketing, and market hub distribution. Our inventory comprises hundreds of thousands of vehicles across North America.
Role and TeamThe Customer Experience Advocate is a customer-obsessed role that strives to provide a world-class service experience with each customer interaction. We interact with customers through various channels, including email, calls, chat, text, video, and social media. We're looking for team members who are natural communicators and can make personal connections with our customers.
Responsibilities- Support inbound inquiries from internal and external customers as they interact with our online tools, products, and services.
- Follow up or initiate outbound calls related to titles, vehicles, etc. to ensure our customers are provided information when time is of the essence.
- Resolve product or service problems by identifying issues quickly, clarifying the customer's request, determining the cause of the problem, and selecting and explaining the best solution to solve the problem.
- Escalate customer issues that require next-level review or technical expertise.
- Serve as a connection between the customer and various departments to seamlessly meet customer support needs.
- Proactively provide feedback to 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.
- Collect and communicate accurate and complete information by using the right methods and following procedures for creating cases in our system.
- Support other ad hoc projects and tasks as assigned.
- High school diploma or equivalent required; Associate degree preferred.
- Minimum 1 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.
- 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.
Competitive Pay | Quality Benefits | Holiday and Paid Time Off | Education and Equipment Reimbursement Programs | Matching 401(k) | Career Path Opportunities | And More
Other RequirementsTo be able to do your job at ADESA, you must be able to read, write, speak, and understand English. We'll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.
Legal StuffHiring 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.
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