Buyer Care Specialist I

Ritchie Bros. Auctioneers, Inc.; Westchester (IL); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

15 days PTO

401k with 100% match up to 4%

Medical/Dental/Vision insurance

Job summary

IAA, a Ritchie Bros. Auctioneers company, is seeking a Buyer Care Specialist in Westchester, IL. You will support buyers through registration, inquiries, transaction processing, and account updates across phone, chat, and email.

The role emphasizes one-contact resolution and requires at least 3 years in customer service. Bilingual English/Spanish is a plus. We offer medical/dental/vision insurance, 401(k) with 100% match up to 4%, and 15 days PTO annually.

Qualifications

• Minimum 3 years of Customer Service Experience.
• Proficient in Outlook, Word, and Excel.
• Automotive, insurance, and/or rental car industry experience a plus.
• Bi-lingual English/Spanish skills are a plus.

Responsibilities

• Provide customer support for external and internal customers across multiple channels.
• Register prospective buyers and verify documents meet requirements.
• Set up online participation for bidding and process transactions.
• Review and ensure accuracy of buyer accounts and compliance with state laws.
• Respond to inquiries with a goal of one-contact resolution.
• Act as liaison between customers and branches.

Skills

Customer Service

Bilingual English/Spanish

MS Office (Outlook/Word/Excel)

Tools

ASAP system

Job description

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, IAA’s 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.

RB Global full-time employees are offered medical, dental, vision, and basic life insurances. Employees are able to enroll in our company’s 401k plan and RB Global will match 100% for the first 4% contributed. Employees will also receive 15 days of PTO each year.

About the Team

About the team - Corporate

As a global company, our corporate teams support billions of dollars in equipment sales every year.

In joining our corporate services teams, you will be ensuring the business runs smoothly in your respective verticals and supporting the overall business to achieve our core objectives.

Every day your work will make a difference in the way we run our business and in the way customers interact with us.

Job Description

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.

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.

The Buyer Care Specialist interactsdirectly with potential, new and existing Buyers. They work to provideaqualityexperience in every step of the Buyer’s journey, resulting in increased Buyer satisfaction and account retention for the company.The Buyer Care Specialist willserve Buyer inquiries, buyer registration, transaction processing, account access and updates, and resolution of Buyer issues/concerns in a contact center environment. This role will follow up on Buyer cases utilizing our Buyer relationship management system to ensure Buyer inquiries and requests are handled completely and in a timely manner.

It’s 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 (6am-7:30pm CST) and Saturdays (8am-5pm CST).

Responsibilities

• 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
• 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

Qualifications

• 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

Job Info

• Job Identification 9611
• Locations 2 Westbrook Corporate Ctr, Westchester, IL, 60154, US (On-site)