Customer Service Liaison

American Auto Auction Group; Obetz (OH); On-site; USD 40,000 - 60,000; Full time

Job summary

A central Ohio auto auction firm is seeking a Customer Service Liaison to build and maintain strong relationships with buyers and sellers. This role involves providing proactive support throughout the auction process while educating customers on services and policies. The ideal candidate will have strong communication and problem-solving skills, and will manage multiple customer requests efficiently. This position requires travel across the central Ohio territory and offers an engaging environment in a fast-paced auction setting.

Qualifications

• Ability to deliver courteous and solution-oriented customer service.
• Strong verbal and written communication skills.
• Comfortable managing multiple customer requests simultaneously.

Responsibilities

• Serve as primary point of contact for buyers and sellers.
• Build relationships through regular communication and proactive outreach.
• Educate customers on auction services and processes.
• Assist with questions related to registration, bidding, and payments.

Skills

Professional customer service

Strong communication skills

Problem-solving

Organizational skills

Attention to detail

CRM platform proficiency

Education

High school diploma

Associate's degree in management or related field

Tools

Microsoft Office applications

Job description

Description

Columbus Fair Auto Auction is looking for a high energy Customer Service Liaison to join their growing team!

The Customer Service Liaison is responsible for building and maintaining strong relationships with buyers and sellers by providing proactive support, guidance, and issue resolution throughout the auction process. This role serves as a key point of contact for customers, ensuring they understand auction services, processes, and policies while delivering a positive, consistent experience.

The Customer Service Liaison helps drive customer retention, satisfaction, and engagement in a fast-paced auto auction environment. This position would require you to make customer visits throughout the central Ohio area.

Duties/Responsibilities

• Serves as a primary point of contact for assigned buyers and sellers.
• Builds long-term relationships through regular communication, follow-ups, and proactive outreach.
• Educates customers on auction services, processes, timelines, and policies.
• Identifies customer needs and works internally to provide appropriate solutions.
• Assists customers before, during, and after auction day with questions related to registration, bidding, titles, payments, arbitration, and vehicle services.
• Coordinates with internal departments including Sales, Operations, Arbitration, Accounting, and Title to resolve customer issues.
• Handles customer concerns and complaints professionally, working toward fair and timely resolution.
• Tracks and follows up on open customer requests to ensure timely resolution.
• Escalates complex or sensitive issues to management when appropriate.
• Identifies trends in customer feedback and communicates insights to leadership.
• Accurately documents customer interactions, issues, and resolutions in CRM or auction systems.
• Maintains up-to-date customer records and communication logs.
• Assists with preparing reports related to customer activity, service issues, and satisfaction metrics.
• Performs other duties as assigned.

Requirements

Required Skills/Abilities

• Ability to deliver professional, courteous, and solution-oriented customer service.
• Strong verbal and written communication skills
• Strong problem-solving skills with the ability to evaluate situations, identify root causes, and recommend effective solutions.
• Comfortable managing multiple customer requests simultaneously while meeting deadlines.
• Excellent organizational and follow-up skills.
• Strong attention to detail to ensure accurate documentation and communication.
• Proficiency with CRM platforms, auction management systems, and Microsoft Office applications.
• Self-motivated with a strong sense of accountability and follow-through.
• Ability to travel through out the central Ohio territory.

Education and Experience

• High school diploma or equivalent required. Associates degree in management or related field.
• Previous experience in customer service, account management, or client support preferred.
• Experience working with B2B customers is a plus.

Physical Requirements

• Office-based role with frequent interaction with customers and internal teams.
• Requires prolonged periods of computer and phone use.
• Occasional lifting of files or materials up to 25 pounds.

Reasonable accommodations may be made to enable persons with physical disabilities to perform the job.