Team Lead, Customer Experience (ADESA)

About Us

ADESA, a Carvana owned company, currently operating over 50 locations throughout the US. Our Vehicle Service & Logistics Centers, some up to 200 acres, provide a wide array of vehicle services including repair & reconditioning, auction remarketing, and many of our sites serve as market hub distribution centers. Our inventory comprises hundreds of thousands of vehicles across North America from retail to commercial, OEM & 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 excited about the future! As an industry leader, ADESA is poised for a multi-year expansion including huge investments in facilities, massive sales growth, and an ever-increasing inventory of vehicles! We are looking for great people who want to take this journey with us!

Role and Team

A Team Lead on our Customer Experience team will drive individual development and team success through constructive coaching and results-oriented motivation. The Team Lead will work closely with our Advocates and Managers to ensure that our team members perform to the best of their ability. We are looking for someone who is passionate about coaching, has knowledge of the Carvana customer experience process, and is willing to be "in the trenches" with their team.

Responsibilities

• Lead, mentor, and motivate your team to perform at the highest level
• Demonstrate critical thinking by considering the downstream impact of your decisions before making the decisions
• Act as a mentor to the advocates and train new hires on the team
• Maintain and produce daily, weekly and monthly reports of quality metrics and respective targets and goals
• Ensure team meets or exceeds all ADESA standards
• Address and effectively manage complex and sensitive customer-facing issues.
• Be a continuous positive force within the office, creating strong morale and spirit throughout the Advocate team.
• Proactively communicate with leadership regarding business performance, adverse impact of decisions on the customers and potential risks to the business.
• Exemplify our value of zagging forward by identifying how we can improve and streamline our business processes
• Other duties as assigned

Qualifications

• High School Diploma, GED, or equivalent education required.
• 5 years of experience in a customer-facing team environment
• 2 years of management experience
• Successful track record of guiding teams to exceed goals
• Strong ability to coach and motivate others
• Proficient computer skills and familiarity with Microsoft or Google Suite applications
• Ability to communicate clearly and concisely, both internally and externally
• Excellent interpersonal skills with proven ability to influence, defuse, reconcile, and remedy customer issues to achieve First Contact Resolution
• 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
• Ability to commute 5 days per week to our beautiful Tempe HQ

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, you must be able to read, write, speak, and understand English. 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.