Account Operations Specialist II (Manheim)
About The Position
This role serves as the primary point of contact for resolving client issues, ranging from simple to complex accounts. The specialist will collaborate with auction teams and various stakeholders to provide exceptional customer service. Key responsibilities include promptly addressing inquiries related to vehicle condition and discrepancies, fostering positive relationships, coordinating sale vehicle run processes, and maintaining communication with other auction departments to ensure efficient inventory management and timely completion of reconditioning services. The specialist will also build client relationships, examine vehicles for quality standards, estimate and coordinate reconditioning services, and conduct audits of condition reports and imaging to minimize policy loss and goodwill expenses. A proficient understanding of condition report data and vehicle inspection processes is essential for identifying vehicle issues. The role involves educating clients on auction processes and upselling relevant products and services. Effective prioritization, professionalism, and prompt issue resolution are critical. The position may also involve coordinating redemptions, ensuring proper documentation, and adhering to PII policies. Maintaining strict adherence to Cox standards and guidelines for reconditioning services and NAAA guidelines for vehicle announcements is required. Proficiency with computer software, including Microsoft Office applications and internal business platforms, is necessary. Demonstrating a commitment to safety by following all safety and health procedures and actively participating in safety activities is also a key aspect of the role. Any other assigned duties will also be performed.
Requirements
- 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
- Safe drivers needed; valid driver's license required
- Proficiency with computer software including Microsoft Office applications and other internal business platforms.
- Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
Nice To Haves
- Self-starter with ability to work with minimal supervision preferred.
- Ability to handle multiple tasks simultaneously.
- Demonstrates proficient knowledge of condition report data and vehicle inspection process to identify previous paint, auto body repairs, frame damage, PDR, etc.
- Excellent verbal and written skills preferred.
- Ability to operate vehicles with standard and automatic transmission is preferred.
Responsibilities
- Serve as the primary point of contact for resolving client issues for accounts ranging from simple to more complex, broad scope accounts, collaborating with auction teams, and various stakeholders.
- 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.
- 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.
- Demonstrate proficient knowledge of condition report data and vehicle inspection process to identify previous paint, auto body repairs, frame damage, PDR, etc.
- Educate and act as liaison for clients on auction processes and recommend and or upsell Manheim/CAI products and services based on client needs.
- Demonstrate effective prioritization skills, professionalism in client relationships, and assist in resolving client issues promptly and professionally.
- Efficiently coordinate redemptions, ensuring proper documentation, complying with all PII policies and procedures, and delivering exceptional customer service.
- Maintain strict adherence to Cox standards and guidelines regarding reconditioning services, ensuring consistent quality, and accuracy per client SLA guidelines.
- Proficient knowledge of NAAA guidelines to ensure proper placement of vehicle announcements and or brands.
- Perform any other duties assigned.
- Visibly 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.
Benefits
- health care insurance (medical, dental, vision)
- retirement planning (401(k))
- paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)
- sixteen hours of paid time off every month
- seven paid holidays throughout the calendar year
- bereavement leave
- time off to vote
- jury duty leave
- volunteer time off
- military leave
- parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
