Advocate, Concierge Services (ADESA)

Job Description

Job Description

About Us

ADESA, a Carvana-owned company, currently operates over 50 locations throughout the U.S. Our auto auctions, some up to 200 acres, provide a wide array of vehicle services that surround our wholesale vehicle remarketing efforts, including retail and wholesale reconditioning, transportation, keys, data analytics, and many of our sites serve as market hub distribution centers for Carvana. 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. We're also excited about the future! As an industry leader, ADESA is poised for expansion, including investments in facilities, sales growth, and an ever-increasing growth in customer inventory of vehicles for us to remarket! We are looking for great people who want to take this journey with us!

Role and Team

We are seeking a highly resourceful and customer-centric Advocate, Concierge Services, to join the ADESA Central Operations team. This role is dedicated to providing VIP-level service to ADESA's most high-profile accounts. The Concierge Advocate acts as the "one-stop shop", expertly navigating complex challenges related to pricing, fees, arbitrations, and title issues. This role demands a blend of technical acumen, analytical problem-solving, and effective communication skills.

Responsibilities

• Serve as the primary point of contact for approved Concierge accounts, addressing all service and business needs.
• Manage cases through Salesforce, submitted by Concierge accounts and auctions, acting as the direct bridge between the customer and ADESA.
• Consistently solve challenges related to incorrect pricing or fees, arbitration issues, and title release / update discrepancies.
• Navigate tactfully and effectively through challenges presented by diverse auction Standard Operating Procedures (SOPs) to satisfy customer needs while representing ADESA well.
• Manage time working through cases, connecting with auctions and ADESA teams to provide comprehensive, accurate, and timely responses to customers.
• Work with a strong sense of urgency to close cases within 5 days of creation.
• Exhibit a strong balance of interacting with both internal and external stakeholders.
• Drive urgency to action through highly effective written and verbal communication, demonstrating tactfulness when delivering difficult messages.
• Utilize available tools and resources to understand business performance and identify opportunities for process improvement.

Qualifications

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, there are some basic requirements we want to share with you. 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.