Commercial Services Specialist II - Client Care Associate
Job Description
Support all client needs in person, by phone and through digital correspondence. Build & maintain relationships, coordinate activities associated with the sale of client vehicles and promote Manheim products and services throughout the auction process. Need to ensure client needs meet or exceed client expectations and contribute to efficient sales operations, pre sale & post sale.
Job Responsibilities:
- Demonstrates professionalism and sincere appreciation for the business relationships that have been established amongst the clients and Manheim.
- Works with clients who purchase units onsite, via email & phone to ensure expectations are met and service issues are resolved.
- Champions all sale day preparations (pre/post activities) related to in‐lane & digital sales.
- Investigates, troubleshoots, and resolves customer problems and issues; serves as a liaison between customers, sales teams, and location personnel to reconcile problems and to maintain a high level of customer service.
- Assist and respond to Client inquiries, problems, or concerns in a professional manner and escalate as necessary. Provide follow up and solutions to clients regarding gate pass issues, missing keys, PSI status, lot damage, sold units, etc.
- Support fellow team members with specific client needs such as client visits and transportation support
- Address all sale related requests such as sale adjustments and purchase inquiries
- Represents the Commercial Services lanes at the location on sale days
- Serve as initial contact for buyers and sellers both by phone and in person.
- Solicit inventory and offer additional services to all buyers (PSIs, recon, CRs).
- Work with leadership to ensure a consistent and effective online and in-lane customer experience, appropriate transaction processing, high customer satisfaction and service levels.
- Coordinates with Recon shops to ensure that repairs are completed in a timely manner Works closely with vehicle check‐in and lot operations to ensure all work is completed on commercial vehicles (i.e., recon, inspections, details, etc.).
- 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.
- Support commercial coordinator team when needed
- Perform other duties as assigned by management.
Minimum Qualifications:
- High School Diploma/GED
- 1+ years experience in Customer Service with effective communication and organizational skills.
- Basic Microsoft Office (ie. Excel, Word, PowerPoint etc.)
- OR 5 years’ experience in a related field
Drug Testing:
To be employed in this role, you'll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.
Compensation:
Hourly pay rate is in the range of $24.09 - $36.11/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets
