Account Operations Specialist II (Manheim)

Cox Automotive; Riverside (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

Cox Enterprises, Inc. is seeking a customer service professional to resolve client issues in automotive accounts and coordinate with auction teams.

You will provide exemplary service for vehicle condition inquiries, prepare reconditioning estimates, and ensure accurate condition reporting. The role involves safeguarding client relationships, guiding auction processes, upselling Cox/CAI products, and maintaining compliance with safety and privacy policies.

Qualifications

• High School Diploma or GED with related field experience.
• Alternative is 5 years in related field or other certifications.
• Valid driver’s license and safe driving record.

Responsibilities

• Resolve client issues for accounts from simple to complex, coordinating with auction teams and stakeholders.
• Provide exceptional customer service addressing vehicle condition inquiries and discrepancies.
• Coordinate sale vehicle run processes and liaise with auction departments for inventory movement.
• Build relationships with clients, prepare reconditioning estimates, and oversee condition reports.
• Demonstrate knowledge of condition report data and vehicle inspection processes.
• Educate clients on auction processes and upsell Cox/CAI products and services.
• Prioritize tasks and maintain professional client relationships to resolve issues promptly.
• Coordinate redemptions, ensure proper documentation, and comply with PII policies.
• Maintain adherence to Cox standards and guidelines for reconditioning services.
• Proficiency with MS Office and internal business platforms.

Skills

Customer service

Communication

Prioritization

Multi-tasking

Safety compliance

Education

High School Diploma / GED

3 years related field experience

5 years related field experience

Tools

Microsoft Office

Internal platforms

Job description

Job Responsibilities:

• Primary point of contact for resolving client issues for accounts ranging from simple to more complex, broad scope accounts, collaborating with auction teams, and various stakeholders.


• Provide exceptional customer service by promptly addressing inquiries and concerns related to vehicle condition and/or discrepancies, fostering positive relationships with both internal and external stakeholders


• Coordinates sale vehicle run processes. Maintains direct communication with other auction departments to ensure appropriate movement and organization of client inventory and timely completion of reconditioning services.


• Builds positive relationships with assigned clients, examines vehicles in the sales lineup to ensure standards and quality, completes estimates for reconditioning services to improve vehicle value, coordinates and approves reconditioning services, and conducts condition reports and imaging audits to reduce the risk of policy loss and goodwill expenses.


• Demonstrates proficient knowledge of condition report data and vehicle inspection process to identify previous paint, auto body repairs, frame damage, PDR, etc.


• Educates and acts as liaison for clients on auction processes and recommends and or upsells Manheim/CAI products and services based on client needs.


• Demonstrates effective prioritization skills, professionalism in client relationships, and assists in resolving client issues promptly and professionally.


• May be responsible for efficiently coordinating redemptions, ensuring proper documentation, complying with all PII policies and procedures, all while delivering exceptional customer service, and resolving any issues with professionalism.


• Maintain strict adherence to Cox standards and guidelines regarding reconditioning services, ensuring consistent quality, and accuracy per client SLA guidelines.


• Proficient knowledge of NAAA guidelines to ensure proper placement of vehicle announcements and or brands.


• Proficiency with computer software including Microsoft Office applications and other internal business platforms.


• Coordinates sale vehicle run processes. Maintains direct communication with other auction departments to ensure appropriate movement and organization of client inventory and timely completion of reconditioning services.


• Builds positive relationships with assigned clients, examines vehicles in the sales lineup to ensure standards and quality, completes estimates for reconditioning services to improve vehicle value, coordinates and approves reconditioning services, and conducts condition reports and imaging audits to reduce the risk of policy loss and goodwill expenses.


• Visibly demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such. Actively participate in support of all safety activities aligned with Safety Excellence.


• Primary point of contact for resolving client issues for accounts ranging from simple to more complex, broad scope accounts, collaborating with auction teams, and various stakeholders.


• Provide exceptional customer service by promptly addressing inquiries and concerns related to vehicle condition and/or discrepancies, fostering positive relationships with both internal and external stakeholders.


• Perform any other duties assigned.

Qualifications:

Minimum:

• High School Diploma/GED and 3 years’ experience in a related field.


• OR the right candidate could also have a different combination, such as any level of degree/certification beyond a HS diploma/GED in a related discipline; OR 5 years’ experience in a related field.


• Safe drivers needed; valid driver’s license required.


• Requires physical ability and mental acuity to execute the duties of the position successfully within required timeframes to meet business requirements.

Preferred:

• Self-starter with ability to work with minimal supervision preferred.


• Ability to handle multiple tasks simultaneously.


• Demonstrates proficient knowledge of condition report data and vehicle inspection process to identify previous paint, auto body repairs, frame damage, PDR, etc.


• Excellent verbal and written skills preferred.


• Ability to operate vehicles with standard and automatic transmission is preferred.


• Prior experience in vehicle reconditioning and/or general auto body knowledge preferred.

Work Environment:

• Frequent exposure to outdoor weather conditions. Moderate noise level.