Customer Service Liaison

Duties/Responsibilities

• Serves as a primary point of contact for assigned buyers and sellers.
• Buils long-term relationships through regular communication, follow-ups, and proactive outreach.
• Educates customers on auction services, processes, timelines, and policies.
• Identifies customer needs and works internally to provide appropriate solutions.
• Affords customers before, during, and after auction day with questions related to registration, bidding, titles, payments, arbitration, and vehicle services.
• Coodinates with internal departments including Sales, Operations, Arbitration, Accounting, and Title to resolve customer issues.
• Handles customer concerns and complaints professionally, working toward fair and timely resolution.
• Tracks and follows up on open customer requests to ensure timely resolution.
• Escalates complex or sensitive issues to management when appropriate.
• Identifies trends in customer feedback and communicates insights to leadership.
• Accurately documents customer interactions, issues, and resolutions in CRM or auction systems.
• Maintains up-to-date customer records and communication logs.
• Affords with preparing reports related to customer activity, service issues, and satisfaction metrics.
• Performs other duties as assigned.

Required Skills/Abilities

• Ability to deliver professional, courteous, and solution-oriented customer service.
• Strong verbal and written communication skills
• Strong problem-solving skills with the ability to evaluate situations, identify root causes, and recommend effective solutions.
• Comfortable managing multiple customer requests simultaneously while meeting deadlines.
• Excellent organizational and follow-up skills.
• Strong attention to detail to ensure accurate documentation and communication.
• Proficiency with CRM platforms, auction management systems, and Microsoft Office applications.
• Self-motivated with a strong sense of accountability and follow-through.

Physical Requirements

• Office-based role with frequent interaction with customers and internal teams.
• Requires prolonged periods of computer and phone use.
• Occasional lifting of files or materials up to 25 pounds.