Buyer Care Specialist I

RBGlobal•Westchester, FL

About The Position

At IAA, the Buyer Care Specialist plays a meaningful role in service center operations by providing excellent customer service to internal and external customers through multiple communication channels. The specialist interacts directly with potential, new, and existing buyers, supporting a positive experience throughout the buyer journey to increase buyer satisfaction and account retention. In a contact center environment, the specialist handles buyer inquiries, registration, transaction processing, account access and updates, and resolution of buyer issues and concerns. The role also follows up on buyer cases using the buyer relationship management system to ensure requests are handled completely and promptly. Specialists work an assigned five-day schedule with flexible availability during the stated operating hours: Monday through Friday, 6:00 a.m.–7:30 p.m. CST, and Saturday, 8:00 a.m.–5:00 p.m. CST.

Requirements

Minimum of 3 years of customer service experience.
Proficiency with Outlook, Word, and Excel.

Nice To Haves

Automotive, insurance, and/or rental car industry experience.
Bilingual English/Spanish skills.

Responsibilities

Provide customer support to internal and external customers.
Register prospective buyers and verify that documents meet IAA requirements and applicable state laws.
Set up buyers online so they can participate in online bidding.
Review accounts established at branches for accuracy and compliance with IAA requirements and applicable state laws.
Answer customer inquiries by phone, online chat, or email and offer resolutions, with the objective of resolving issues in one contact.
Act as a liaison between customers and branches.
When language support is needed, translate for branches, dispatch centers, and sister companies.
Understand IAA procedures and state licensing laws related to buyer registration.
Develop thorough knowledge of ASAP to review buyer accounts and stock files and communicate requirements to internal and external customers.
Develop working knowledge of the IAA website and bidding tools to help customers navigate the website, learn bidding applications, and maintain online accounts.
Develop thorough knowledge of branch operations to communicate effectively with customers.
Follow up on buyer cases using the buyer relationship management system to ensure inquiries and requests are handled completely and in a timely manner.