Buyer Care Specialist I

About Us IAA Holdings, LLC (IAA) is a Ritchie Bros. Auctioneers company (NYSE: RBA) and (TSX: RBA), providing 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 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. Corporate Team 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. French Team En tant qu'entreprise mondiale, nos équipes corporatives soutiennent chaque année des ventes d'équipements se chiffrant en milliards de dollars. En rejoignant nos équipes de services généraux, vous contribuerez au bon fonctionnement de vos secteurs d'activité respectifs et soutiendrez l'ensemble de l'entreprise dans l’atteinte de nos objectifs principaux. Votre travail quotidien aura un impact concret sur notre façon de gérer l'entreprise et sur la relation client. Job Description At IAA, excellent customer service is at our core. That’s why our Buyer Care Specialist plays a meaningful role in the operation of our service centers. The Buyer Care Specialist embodies 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 interacts directly with potential, new and existing Buyers, providing a quality experience at every step of the Buyer’s journey, resulting in increased satisfaction and account retention. The role will serve 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 inquiries and requests are handled completely and in a timely manner. Responsibilities Provide customer support for all customers, external and internal Register prospective buyers and verify documents meet IAA requirements and applicable state laws Set up online accounts to allow buyers to participate in online bidding Review 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 of “one contact resolution” Act as liaison between customers and branches Translate for branches, dispatch centers, and sister companies when called upon to do so, if language support is required Understand IAA procedures and state licensing laws pertaining to buyer registration Develop a thorough knowledge of ASAP 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 help customers navigate the Website, educate them on the use of bidding applications, and maintain online accounts Maintain thorough knowledge of branch operations to communicate effectively with customers Qualifications Minimum 3 years of Customer Service Experience Proficiency in Outlook, Word, and Excel Experience in automotive, insurance, and/or rental car industry is a plus Bi‑lingual in English/Spanish #J-18808-Ljbffr Ritchie Bros.