Customer Service Representative

Ritchie Bros.; Norwalk (CT); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health insurance

401k with employer match

Paid time off

Job summary

RB Global is seeking a Customer Service Representative to deliver exceptional support for our SmartEquip platform and related web-based applications from our Norwalk, CT site.

You'll handle tickets, process payments, maintain accurate records, and work with cross‑functional teams to resolve issues while supporting RB's safety culture and 24/7 readiness.

This full-time role offers comprehensive benefits and a collaborative, fast-paced environment.

Qualifications

• Bachelor's degree preferred; HS diploma acceptable.
• Minimum 3 years in a customer support environment.
• Hands-on experience supporting web-based applications.
• Superior written and verbal communication skills.

Responsibilities

• Adheres to the organization’s Service Level Agreement by providing timely responses to incoming customer support tickets.
• Ensures a high level of customer satisfaction by communicating clearly and accurately.
• Logs all customer contact in the support ticketing system and maintains complete and accurate information.
• Develops and maintains strong technical and business expertise of the SmartEquip applications.
• Develops and maintains a strong understanding of customer’s requirements and processes.

Skills

Customer service

Communication

Problem solving

Attention to detail

Multilingual a plus

Education

Bachelor's degree preferred

High School Diploma or equivalent

Tools

SQL

MS Office

CRM / Ticketing system

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. 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.

Job Description

The Customer Service Representative will provide exceptional customer service, answer inquiries, process payments and other sale day activities.

Responsibilities

Under the direction of the Customer Service Manager, the Customer Support Representative:

• Adheres to the organization’s Service Level Agreement by providing timely responses to incoming customer support tickets. These tickets range from basic to moderately complex application and browser related issues
• Ensures a high level of customer satisfaction by communicating clearly and accurately
• Logs all customer contact in the support ticketing system and maintains complete and accurate information
• Develops and maintains strong technical and business expertise of the SmartEquip applications
• Develops and maintains a strong understanding of customer’s requirements and processes
• Actively support the RB Unreserved Commitment to Safety: to send everyone home, every day, the way they came to work, by taking personal responsibility for your safety and safety of your team, co-workers and customers

Qualifications

Here’s What You Bring

• Bachelor's Degree preferred, High School Diploma or equivalent required
• Minimum 3 years’ experience in a customer support environment
• Hands-on experience supporting web-based applications
• Excellent customer facing skills with the ability to deal with varying customer skill levels patiently and politely
• Relational database, SQL, and troubleshooting skills required
• Microsoft Office Suite Experience
• Experience with the purchase to pay process preferred
• Superior written and verbal communication skills
• A passion for a high level of customer satisfaction
• Ability to work in a fast‑paced, performance driven environment
• Willing to work non-standard business hours when necessary (24 hour coverage)
• Multilingual a plus