Account Operations Specialist II (Manheim)

Cox Enterprises • Hayward, CA

2d • $24 - $36 • Onsite

About The Position

The Account Operations Specialist II serves as a primary point of contact for assigned clients, resolving account issues and coordinating with auction teams and other stakeholders. The role provides customer service on vehicle condition concerns and discrepancies, supports auction processes, and builds positive relationships with internal and external clients.

The position coordinates sale vehicle runs and inventory movement, examines vehicles in sales lineups, estimates and coordinates reconditioning services, and conducts condition-report and imaging audits. It applies vehicle-inspection knowledge to identify prior paintwork, body repairs, frame damage, and paintless dent repair (PDR), while following client service-level guidelines, Cox standards, and NAAA guidelines. The specialist may also coordinate vehicle redemptions and related documentation, observe PII policies, educate clients about auction processes, and recommend or upsell products and services. The role is onsite at a specified Cox location, involves frequent exposure to outdoor weather conditions and moderate noise, and requires adherence to safety procedures.

Requirements

• High school diploma or GED and 3 years of experience in a related field; alternatively, a different combination of qualifications may include a degree or certification beyond high school in a related discipline, or 5 years of related experience.
• Valid driver's license; safe drivers are required.
• Physical ability and mental acuity to perform the duties successfully within required timeframes.
• Proficiency with computer software, including Microsoft Office applications and internal business platforms.
• Ability to understand condition report data and vehicle inspection processes, including identification of previous paint, body repairs, frame damage, and PDR.

Nice To Haves

• Self-starter who can work with minimal supervision.
• Ability to handle multiple tasks simultaneously.
• Excellent verbal and written communication skills.
• Ability to operate vehicles with standard and automatic transmissions.
• Prior experience in vehicle reconditioning and/or general auto body knowledge.

Responsibilities

• Serve as the primary point of contact for client issues across accounts of varying complexity, working with auction teams and other stakeholders.
• Address client inquiries and concerns about vehicle condition and discrepancies promptly and professionally.
• Coordinate sale vehicle run processes and communicate with auction departments to ensure appropriate inventory movement, organization, and timely reconditioning.
• Build relationships with assigned clients and examine vehicles in sales lineups for standards and quality.
• Estimate, coordinate, and approve reconditioning services to improve vehicle value.
• Conduct condition reports and imaging audits to reduce policy-loss risk and goodwill expenses.
• Use condition report data and vehicle inspection processes to identify previous paint, auto body repairs, frame damage, PDR, and other relevant conditions.
• Educate clients about auction processes and recommend or upsell Manheim/CAI products and services based on client needs.
• Prioritize work effectively, maintain professionalism in client relationships, and help resolve client issues promptly.
• May coordinate redemptions, ensure proper documentation, and comply with PII policies and procedures.
• Follow Cox standards and guidelines for reconditioning services and meet client SLA requirements for quality and accuracy.
• Apply NAAA guidelines to ensure proper placement of vehicle announcements and brands.
• Use Microsoft Office applications and internal business platforms.
• Follow safety and health procedures 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 time off for bereavement, voting, jury duty, volunteer time, military leave, and parental leave.
• Potential benefits may include medical, dental, and vision insurance; 401(k); sick leave; parental leave; flexible vacation/wellness days; and PTO.

What This Job Offers

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