Customer Care Specialist - 18 month contract

Ritchie Bros.; Burnaby; On-site; CAD 42,000 - 54,000; Full time

Job summary

Ritchie Bros. Financial Services is seeking a Customer Care Specialist to join our Admin team on an 18-month contract to support our growing customer care function.

In this role, you will be the first point of contact for customers and lenders on post-funding matters — managing ZenDesk tickets, following up on titles, supporting insurance and registration requests, and ensuring every customer interaction is handled with professionalism and care. This is a high-volume, fast-paced role.

Qualifications

• 1–3 years of experience in a high-volume customer contact centre or customer-facing role.
• Excellent written and verbal communication skills — clear, professional, and empathetic.
• Strong computer literacy: comfortable with browsers, email platforms, and learning new software quickly.
• Excellent keyboarding and data entry skills with high accuracy.
• Able to manage multiple priorities and maintain a positive attitude in a fast-paced, high-pressure environment.
• Friendly, outgoing, and patient — you genuinely enjoy helping people and finding solutions.
• Strong team player with the ability to collaborate across departments.

Responsibilities

• Manage and resolve inbound customer care tickets through ZenDesk — including buyout requests, amortization schedules, copies of loan and lease agreements, and general account inquiries.
• Ensure superior customer service is delivered at all times across all communication channels.
• Resolve issues and track all interactions relating to customer accounts.
• Collaborate with internal departments — funding, Account Managers, and operations — to investigate and resolve customer concerns.
• Add follow-up updates directly to open ZenDesk tickets; keep ticket history accurate and up to date.
• Follow up on post-funding insurance and registration requirements for Canadian deals.
• Follow up on title transfers for US deals, including liaising with lenders and tracking progress in Salesforce.
• Collect and follow up on waiver and subordination letter requests from CAD and US lenders.
• Contact customers and sellers when lender outreach has been unsuccessful, providing lender contact details and supporting resolution.
• Update post-funding tracking information in Salesforce weekly as follow-ups and updates are provided.
• Assist with other administrative tasks as assigned by the Admin Team Supervisor

Skills

Customer service

Communication

Data entry

Team player

multitask

Empathetic

Tools

Zendesk

Salesforce

Job description

About Us

RB Global (NYSE: RBA) (TSX: RBA) is a leading, omnichannel marketplace that provides value-added insights, services and transaction solutions for buyers and sellers of commercial assets and vehicles worldwide. Through its auction sites in 13 countries and digital platform, RB Global serves customers in more than 170 countries across a variety of asset classes, including automotive, commercial transportation, construction, government surplus, lifting and material handling, energy, mining and agriculture. The company’s marketplace brands include Ritchie Bros., the world’s largest auctioneer of commercial assets and vehicles offering online bidding, and IAA, a leading global digital marketplace connecting vehicle buyers and sellers. RB Global’s portfolio of brands also includes Rouse Services, which provides a complete end-to-end asset management, data-driven intelligence and performance benchmarking system; SmartEquip, an innovative technology platform that supports customers’ management of the equipment lifecycle and integrates parts procurement with both OEMs and dealers; Xcira, a leader in live simulcast auction technologies; and Veritread, an online marketplace for heavy haul transport.

About The Team

Ritchie Bros. Financial Services is our dynamic, fast-paced and passionate equipment financing business unit. Outgoing, entrepreneurial, collaborative, fun, energetic, resilient, competitive, friendly, customer-focused – we like our coworkers and our adjectives. Our ultimate reward is successfully helping our coworkers achieve and develop within our organization.

À propos de l’équipe - SFRB

Services Financiers Ritchie Bros. est notre division dynamique et passionnée de financement d'équipements. Nous sommes proactifs, entreprenants, collaboratifs, enthousiastes, énergiques, résilients, compétitifs, amicaux et axés sur le client : nous apprécions nos collègues et les adjectifs qui nous caractérisent. Notre plus grande satisfaction est de contribuer à la réussite et au développement de nos collaborateurs au sein de notre organisation.

Job Description

We are looking for a Customer Care Specialist to join our Admin team on an 18-month contract to support our growing customer care function. In this role, you will be the first point of contact for customers and lenders on post-funding matters — managing ZenDesk tickets, following up on titles, supporting insurance and registration requests, and ensuring every customer interaction is handled with professionalism and care. This is a high-volume, fast-paced role. You will work closely with our funding team, Account Managers, and external lenders to resolve customer issues quickly and accurately. If you thrive in a collaborative environment, enjoy solving problems, and take pride in delivering great service, we want to hear from you.

Responsibilities

Customer Care and ZenDesk

• Manage and resolve inbound customer care tickets through ZenDesk — including buyout requests, amortization schedules, copies of loan and lease agreements, and general account inquiries
• Ensure superior customer service is delivered at all times across all communication channels
• Resolve issues and track all interactions relating to customer accounts
• Collaborate with internal departments — funding, Account Managers, and operations — to investigate and resolve customer concerns
• Add follow-up updates directly to open ZenDesk tickets; keep ticket history accurate and up to date

Post-Funding Follow-up

• Follow up on post-funding insurance and registration requirements for Canadian deals
• Follow up on title transfers for US deals, including liaising with lenders and tracking progress in Salesforce
• Collect and follow up on waiver and subordination letter requests from CAD and US lenders
• Contact customers and sellers when lender outreach has been unsuccessful, providing lender contact details and supporting resolution
• Update post-funding tracking information in Salesforce weekly as follow-ups and updates are provided

Administrative Support

• Assist with other administrative tasks as assigned by the Admin Team Supervisor

Qualifications

Required

• 1–3 years of experience in a high-volume customer contact centre or customer-facing role
• Excellent written and verbal communication skills — clear, professional, and empathetic
• Strong computer literacy: comfortable with browsers, email platforms, and learning new software quickly
• Excellent keyboarding and data entry skills with high accuracy
• Able to manage multiple priorities and maintain a positive attitude in a fast-paced, high-pressure environment
• Friendly, outgoing, and patient — you genuinely enjoy helping people and finding solutions
• Strong team player with the ability to collaborate across departments

Nice to have

• Experience with ZenDesk or a similar customer support ticketing platform
• Familiarity with Salesforce or equivalent CRM
• Knowledge of post-funding processes in equipment financing or financial services
• Experience with title transfers, lien searches, or insurance follow-up