Advocate, Buyer Engagement (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 motivated and customer-focused Advocate, Buyer Engagement, to join the ADESA Central Operations team. This role is crucial for connecting buyers with relevant marketing information, promoting active participation, and addressing diverse inventory and service needs across all ADESA platforms, with a strong emphasis on ADESA Clear. The Advocate will primarily conduct outbound outreach to a diverse portfolio of buyers, serving as an educator, customer service agent, and problem-solver to address concerns, provide value, and encourage continued purchasing activity.

Responsibilities

• Make high-volume outbound calls to auction buyers
• Utilize a consultative approach to educate buyers on the ADESA value proposition, highlighting its benefits and features while building rapport and addressing objections through active listening.
• Encourage buyer participation across all of our ADESA platforms.
• Ability to navigate multiple systems to serve customer needs and leverage technology to solve problems. (Salesforce experience a PLUS)
• Utilize internal systems to understand buyer needs and document conversations in Salesforce.
• Assist buyers with inventory needs and general inquiries.
• Investigate and resolve root causes for decreased buying activity and buyer concerns.
• Share feedback and insights on the buyer experience with internal teams like Arbitration and Customer Experience (CX).
• Collaborate with the Arbitration and CX teams to address and resolve customer service issues.
• Balance teamwork with individual accountability for achieving results.
• Adapt quickly and positively to change, showing flexibility in a dynamic environment

Qualifications

• High School diploma or equivalent required; Bachelor's degree preferred.
• Strong communication skills: Ability to quickly build rapport, apply a consultative approach, handle and overcome objections, and demonstrate curiosity through probing questions to understand buyer needs.
• Ability to leverage data to support unique needs of the customer and consistently follow through with commitments.
• High level of attention to detail, flexibility in adapting and adjusting to change, and ability to efficiently drive execution on tasks and projects.
• Ability to navigate multiple systems to serve customer needs and leverage technology to solve problems.
• Salesforce experience is a plus.
• 1-2 years of previous customer service experience.
• Marketing experience is a PLUS.
• Experience with data analytics in a customer service role is a PLUS.

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.

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

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.