Buyer Care Specialist I

RBGlobal•Westchester, IL

About The Position

The Buyer Care Specialist I provides customer service to internal and external customers and supports potential, new, and existing buyers throughout their experience with IAA. Working in a contact center environment, the specialist handles buyer inquiries, registration, transaction processing, account access and updates, and issue resolution. The role follows up on buyer cases using the Buyer relationship management system to ensure requests are resolved completely and promptly, with the goal of increasing buyer satisfaction and account retention. The position requires flexible availability for an assigned five-day schedule during operating hours of Monday through Friday, 6 a.m.–7:30 p.m. CST, and Saturday, 8 a.m.–5 p.m. CST. Duties include supporting buyers through phone, online chat, and email; coordinating with branches; and helping customers use IAA's website and bidding tools. When language support is needed, the specialist may translate for branches, dispatch centers, and sister companies.

Requirements

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

Nice To Haves

Experience in the automotive, insurance, and/or rental car industries.
Bilingual English/Spanish skills.

Responsibilities

Provide customer support for external and internal 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 set up 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, aiming for one-contact resolution.
Act as a liaison between customers and branches.
Provide translation for branches, dispatch centers, and sister companies when called upon, if language support is needed.
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 promptly.