Buyer Care Specialist I

About the role

Here at IAA, excellent customer service is at our core. That's why our Buyer Care Specialist play such a meaningful role in the operation of our service centers. The Buyer Care Specialist interacts directly with potential, new and existing Buyers. They work to provide a quality experience in every step of the Buyer’s journey, resulting in increased Buyer satisfaction and account retention for the company.

Responsibilities

• Provide customer support for all customers, external and internal
• Responsible for registering prospective buyers, verifying documents meet IAA requirements and applicable state laws
• Responsible for online setup to allow buyers to participate in online bidding
• Reviewing 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, translate for branches, dispatch centers, and sister companies when called upon to do so
• Able to 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
• Must be 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