Account Operations Specialist II (Manheim)

Cox Communications • Riverside, CA

13d • Onsite

About The Position

The Account Operations Specialist II is the primary point of contact for assigned clients, handling issues for accounts with varying levels of complexity and coordinating with auction teams and other stakeholders. The role provides customer service for questions and concerns about vehicle condition and discrepancies, while building positive relationships with internal and external stakeholders.

The specialist coordinates vehicle sale runs and communicates with auction departments to ensure client inventory is moved and organized appropriately and reconditioning services are completed on time. The role examines vehicles in sale lineups, estimates and coordinates reconditioning work, conducts condition reports and imaging audits, and helps reduce policy-loss and goodwill expenses. It also educates clients about auction processes and recommends or upsells Manheim/CAI products and services when appropriate.

The position requires adherence to Cox standards, client service-level agreement guidelines, NAAA guidelines, and safety procedures. It may also involve coordinating vehicle redemptions, ensuring proper documentation, and following PII policies. The role is based at a specified Cox location and has frequent exposure to outdoor weather conditions and moderate noise.

Requirements

• High school diploma or GED and 3 years of experience in a related field; alternatively, a different combination such as a related degree or certification beyond high school, or 5 years of related experience.
• Valid driver's license.
• Physical ability and mental acuity to perform the position's duties successfully within required timeframes.
• Proficiency with Microsoft Office applications and other internal business platforms.
• Ability to comply with Cox safety, reconditioning, client SLA, NAAA, and PII policies and guidelines as applicable.

Nice To Haves

• Self-starter able to work with minimal supervision.
• Ability to handle multiple tasks simultaneously.
• Proficient knowledge of condition report data and vehicle inspection processes, including identifying prior paintwork, auto body repairs, frame damage, and paintless dent repair (PDR).
• Excellent verbal and written communication skills.
• Ability to operate vehicles with standard and automatic transmissions.
• Prior vehicle reconditioning experience and/or general auto body knowledge.

Responsibilities

• Serve as the primary point of contact for client issues across accounts of varying complexity, collaborating with auction teams and other stakeholders.
• Address client inquiries and concerns about vehicle condition or discrepancies promptly and professionally.
• Coordinate vehicle sale-run processes and communicate with auction departments to ensure appropriate movement and organization of client inventory and timely reconditioning.
• Build positive relationships with assigned clients.
• Examine vehicles in sales lineups to verify standards and quality.
• Prepare estimates for reconditioning services, coordinate and approve those services, and conduct condition reports and imaging audits.
• Educate clients on auction processes and recommend or upsell Manheim/CAI products and services based on client needs.
• Prioritize and resolve client issues professionally while maintaining effective client relationships.
• When assigned, coordinate vehicle redemptions, ensure appropriate documentation, and comply with PII policies and procedures.
• Follow Cox reconditioning standards and client SLA guidelines to ensure quality and accuracy.
• Apply NAAA guidelines when placing vehicle announcements or brands.
• Follow safety and health procedures, model safe behaviors, and participate in Safety Excellence activities.
• Perform other duties as assigned.

Benefits

• At least 16 hours of paid time off per month.
• Seven paid holidays per calendar year.
• Additional paid leave for bereavement, voting, jury duty, volunteering, military leave, and parental leave.
• Potential health care insurance, including medical, dental, and vision coverage.
• Potential 401(k) retirement planning benefits.
• Potential paid 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