Account Operations Specialist II (Manheim)

Cox Enterprises • Atlanta, GA

1d • Onsite

About The Position

This role serves as the primary point of contact for resolving client issues for accounts ranging from simple to more complex, broad scope accounts. It involves collaborating with auction teams and various stakeholders to provide exceptional customer service by promptly addressing inquiries and concerns related to vehicle condition and/or discrepancies, fostering positive relationships with both internal and external stakeholders. The specialist coordinates sale vehicle run processes and maintains direct communication with other auction departments to ensure appropriate movement and organization of client inventory and timely completion of reconditioning services. They also build positive relationships with assigned clients, examine vehicles in the sales lineup to ensure standards and quality, complete estimates for reconditioning services to improve vehicle value, coordinate and approve reconditioning services, and conduct condition report and imaging audits to reduce the risk of policy loss and goodwill expenses. Additionally, the role involves educating and acting as a liaison for clients on auction processes and recommending or upselling Manheim/CAI products and services based on client needs. The specialist must demonstrate effective prioritization skills, professionalism in client relationships, and assist in resolving client issues promptly and professionally. A strict adherence to Cox standards and guidelines regarding reconditioning services is required, ensuring consistent quality and accuracy per client SLA guidelines. Proficiency with computer software including Microsoft Office applications and other internal business platforms is necessary. The role also requires a visible demonstration of safety commitment by following all safety and health procedures and modeling the behaviors related to such, and actively participating in support of all safety activities aligned with Safety Excellence. Any other duties assigned will also be performed.

Requirements

• Minimum High School Diploma/GED and 3 years’ experience in a related field, OR any level degree/certification beyond a HS diploma/GED in a related discipline; OR 5 years’ experience in a related field.
• Valid driver’s license required.
• Ability to build strong business relationships.
• Problem solving and de-escalation skills.
• Strong organizational skills.
• Ability to handle multiple tasks simultaneously.
• Excellent verbal and written skills.
• Self-starter with ability to work with minimal supervision.
• Proficiency with computer software including Microsoft Office applications and other internal business platforms.
• Demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such.
• Actively participate in support of all safety activities aligned with Safety Excellence.
• Must clear a pre-employment drug test.
• Must be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.

Nice To Haves

• Prior experience vehicle reconditioning and/or general auto body knowledge.
• Ability to operate vehicles with standard and automatic transmission.
• Bachelor’s degree in a related discipline.
• Strong knowledge of Salesforce, AS400, Workbench and Excel.

Responsibilities

• Serve as the primary point of contact for resolving client issues for accounts ranging from simple to more complex, broad scope accounts.
• Collaborate with auction teams and various stakeholders.
• Provide exceptional customer service by promptly addressing inquiries and concerns related to vehicle condition and/or discrepancies.
• Foster positive relationships with both internal and external stakeholders.
• Coordinate sale vehicle run processes.
• Maintain direct communication with other auction departments to ensure appropriate movement and organization of client inventory and timely completion of reconditioning services.
• Build positive relationships with assigned clients.
• Examine vehicles in the sales lineup to ensure standards and quality.
• Complete estimates for reconditioning services to improve vehicle value.
• Coordinate and approve reconditioning services.
• Conduct condition report and imaging audits to reduce the risk of policy loss and goodwill expenses.
• Educate and act as liaison for clients on auction processes.
• Recommend and/or upsell Manheim/CAI products and services based on client needs.
• Demonstrate effective prioritization skills and professionalism in client relationships.
• Assist in resolving client issues promptly and professionally.
• Maintain strict adherence to Cox standards and guidelines regarding reconditioning services, ensuring consistent quality and accuracy per client SLA guidelines.
• Perform any other duties assigned.

Benefits

• Minimum of sixteen hours of paid time off every month.
• Seven paid holidays throughout the calendar year.
• Additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
• Health care insurance (medical, dental, vision).
• Retirement planning (401(k)).
• Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED