Dealer Services Specialist II

About the role

This position works with customers and location operational groups to ensure that the sale runs smoothly both operationally and administratively. Works closely with the Field Sales team to ensure that customer expectations are met or exceeded. Promotes and educates customers on the various products and services provided by Manheim.

Responsibilities

• Promote and educate customers on all ancillary services (e.g., pre/post sale inspections, detail services, condition reports, paintless dent removal, airbrush).
• Collaborate with department managers, marketing, sales teams, and other coordinators to ensure each vehicle crosses the auction block on sale day.
• Work directly with customers onsite, via email, and phone to ensure expectations are met and service issues are resolved.
• Champion all sale day preparations (pre/post activities) related to in-lane and online sales.
• Demonstrate professionalism and sincere appreciation for the business relationships that have been established.
• Investigate, troubleshoot, and resolve customer concerns and issues; serve as a liaison between customers, sales teams, and location personnel to reconcile and find resolutions to maintain a high level of customer service.
• Attend daily department meetings to discuss what is working efficiently or inefficiently to strategize and strive for continuous improvement.
• Assist with customer care issues and respond to dealer inquiries or concerns in a professional manner; escalate as necessary.
• Educate customers on all digital services: Online Vehicle Exchange, Simulcast, and Manheim.com; help aid and train in usage.
• Provide consultation to customers regarding setting of floor prices, Manheim Market Report valuation, and announcements prior to every sale.
• Make weekly outreach communications and visit with customers to build the sale, develop, and strengthen relationships.
• Solicit and accept reserve numbers, set sale orders, assign run numbers, represent vehicles on the block, negotiate conditional "IF" offers, upsell products and services.
• Investigate and monitor why vehicles did not sell to look for opportunities to list them on OVE and offer services to increase their chances of selling the following week.
• Load inventory onto OVE for dealers including no sales and transfers from their dealerships.
• Work with manager to ensure a consistent and effective online and in-lane customer experience, appropriate transaction processing, high customer satisfaction, and service levels.
• Assess condition reports and walk vehicles for/with account representative; make recommendations for reconditioning to increase vehicle value.
• Review vehicles in sales line-up, locate missing vehicles, work with customers and operations to ensure that vehicles are prepared for sale (e.g., approval for repairs, frame checks, mileage, and VIN check).
• Monitor and follow up with the recon shops on customer requests for work to be completed on their units; provide status updates to the customer.
• Work closely with the check-in team, lot operations, and quadrant coordinators to ensure appropriate scanning and organization of vehicles.
• 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.
• Perform other duties as assigned by management.

Requirements

• High School Diploma or equivalent required.
• 1 year auction experience or 1-2 years dealership experience preferred.
• Previous experience in service and sales support role strongly preferred.
• Effective communication (written and verbal) and interpersonal skills required.
• Ability to work in a high performance, fast-paced team environment.
• Strong computer skills, including ability to use Internet and MS Office effectively.
• Ability to adapt to and work effectively within a constantly changing environment.
• Excellent customer service and problem-solving skills required.
• Ability to sit or stand for prolonged periods of time.
• Ability to perform repetitive tasks; manual dexterity.
• Vision abilities required include close, distance, and depth perception.

Work Environment

Office environment.

Pay

Hourly pay rate is in the range of $20.10 - $30.10 per 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.
• 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.