Buyer Care Specialist

About the role

At IAA, excellent customer service is at our core. Our Buyer Care Specialist plays a crucial role in the operation of our service centers, embodying our "team player" values by providing an outstanding experience for both internal and external customers through various communication channels.

Responsibilities

• Provide customer support for all customers, external and internal
• Register prospective buyers, verify documents meet IAA requirements and applicable state laws
• Online setup to allow buyers to participate in online bidding
• Review accounts set up at branches to ensure accuracy and compliance with IAA requirements and applicable state laws
• Answer customer inquiries originated via phone call, online chat, or e-mail, and offer resolutions; with the objective being "one contact resolution"
• Act as liaison between customers and branches
• If language support is needed, translate for branches, dispatch centers, and sister companies when called upon to do so
• Understand IAA procedures and state licensing laws pertaining to buyer registration
• Develop a thorough knowledge of ASAP to be able to review buyer accounts and stock files and communicate requirements to external and internal customers
• Develop working knowledge of the IAA Website and its bidding tools to be able to aid customers to navigate the Website, educate them on the use of bidding applications, and maintain online accounts
• Thorough knowledge of branch operations imperative to communicate with customers

Qualifications

• Minimum 3 years of Customer Service Experience
• Proficient in the use of Outlook, Word, and Excel
• Automotive, insurance, and/or rental car industry experiences a plus
• Bi-lingual English/Spanish skills are a plus