Consumer Support Specialist

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ABOUT US

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.

Here at IAA, excellent customer service is at our core. That's why our Consumer Support Specialist play such a meaningful role in the operation of our service centers. Consumer Support Specialists 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. In this position, you will be responsible for understanding and supporting the process of resolving consumer sourced inventory escalations and reschedules. Effective candidates will assist all necessary vehicle owners and stakeholders to keep them informed of the process, answer questions while leveraging the tools provided to drive best-in-class outcomes.

• RESPONSIBILITIES

• Specializing in coordinating resolutions for consumer inventory pickups.
• Promptly/professionally/accurately handle inbound/outbound calls.
• Learn and maintain a working knowledge of multiple internal systems.
• Maintain clear, consistent, and timely email communication with both internal and external customers to resolve outstanding concerns and ensure timely completion of tasks.
• Accurately enter system notes in a clear, concise, and professional written style of communication.
• Maintain a consistent level of expected KPIs (Key Performance Indicators: Release Problem Resolution, Cancellation Conversions, etc.)
• Maintain an organized workspace/area that is conducive to the overall success of the department.
• Assist with other functions and/or duties as needed. Duties are subject to change, based on business needs.

QUALIFICATIONS

• Must be detail-oriented with all assigned work.
• Display a team player mannerism.
• Provide excellent customer service
• Be a quick learner who is highly organized and adaptable and open to change.
• Have strong research and problem-solving skills.
• Ability to work under pressure and meet deadlines.
Ability to adapt to constant change.

Additional Information:

• Experience with Microsoft Office (e.g. Word, Excel, Outlook, PowerPoint)
High School Diploma or equivalent. Some college education is preferred.

California Residents Only: The anticipated hourly rate for the role is at $18/hour. Pay is based on several factors including but not limited to education, work experience, and certifications. 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.