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Customer Care Specialist

2 months ago

Westchester, United States IAA Full time

IAA, an RB Global Inc Company is seeking for a Buyer Care Specialist to join our team in Westchester, IL.

Here at IAA, excellent customer service is at our core. That's why our Buyer Care Specialist play such a meaningful role in the operation of our service centers.

Check out a day in the life here: Driving Talent: Buyer Care Specialist - Teaser (vimeo.com)

Buyer Care Specialist embody our "team player" values, by providing an outstanding experience for our internal and external customers through various communication channels helping IAA focus on business and branch growth.

Its important that our support teams are available when our buyers need them most, as such, our Specialists will require flexible availability to work an assigned 5 day work schedule within our hours of operation: Monday- Friday (6:30 am-7:00 pm CST), Saturdays (8:00 am-5:00 pm CST) & Sundays (6:30 am 2:30 pm CST).

Responsibilities include (but are not limited to the following):

  • Provide customer support for all customers, external and internal
  • Responsible for registering prospective buyers, verifying documents meet IAA requirements and applicable state laws
  • Responsible for online setup to allow buyers to participate in online bidding
  • Reviewing accounts set up at branches to ensure accuracy and compliance with IAA requirements and applicable state laws
  • Answer customer inquiries originated via phone call, online chat, or e-mail, and offer resolutions; with the objective being "one contact resolution"
  • Act as liaison between customers and branches
  • If language support, translate for branches, dispatch centers, and sister companies when called upon to do so

Key Performance Indicators:

  • Ability to understand IAA procedures and state licensing laws pertaining to buyer registration
  • Develop a thorough knowledge of ASAP to be able to review buyer accounts and stock files and communicate requirements to external and internal customers
  • Develop working knowledge of the IAA Website and its bidding tools to be able to aid customers to navigate the Website, educate them on the use of bidding applications, and maintain online accounts
  • Thorough knowledge of branch operations imperative to communicate with customers

Preferred Requirements:

  • Minimum 3 years of Customer Service Experience
  • Must be proficient in the use of Outlook, Word, and Excel
  • Automotive, insurance, and/or rental car industry experiences a plus
  • Bi-lingual English/Spanish skills are a plus

In return for your excellent skills and abilities, we offer a benefits package including health insurance, 401K, STD/LTD, Life Insurance/AD&D, paid holidays, and vacations.

About IAA Holdings, LLC:

IAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company (NYSE: RBA) and (TSX: RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAAs unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles. IAA serves a global buyer base located throughout over 170 countries and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations. Buyers have access to multiple digital bidding and buying channels, innovative vehicle merchandising, and efficient evaluation services, enhancing the overall purchasing experience. IAA offers sellers a comprehensive suite of services aimed at maximizing vehicle value, reducing administrative costs, shortening selling cycle time and delivering the highest economic returns. Ritchie Bros. globally has over 7,000 employees and is headquartered near Chicago in Westchester, Illinois.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities