Senior Customer Care Pre-Sale Specialist
About UsIAA Holdings, LLC (IAA)IAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company (NYSE: RBA) and (TSX: RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles. IAA serves a global buyer base – located throughout over 170 countries – and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations. Buyers have access to multiple digital bidding and buying channels, innovative vehicle merchandising, and efficient evaluation services, enhancing the overall purchasing experience. IAA offers sellers a comprehensive suite of services aimed at maximizing vehicle value, reducing administrative costs, shortening selling cycle time and delivering the highest economic returns.RB Global full-time employees are offered medical, dental, vision, and basic life insurances. Employees are able to enroll in our company’s 401k plan and RB Global will match 100% for the first 4% contributed. Employees will also receive 15 days of PTO each year.About The Team About the team - Corporate As a global company, our corporate teams support billions of dollars in equipment sales every year.In joining our corporate services teams, you will be ensuring the business runs smoothly in your respective verticals and supporting the overall business to achieve our core objectives. Every day your work will make a difference in the way we run our business and in the way customers interact with us. À propos de l’équipe – Société En tant qu'entreprise mondiale, nos équipes corporatives soutiennent chaque année des ventes d'équipements se chiffrant en milliards de dollars.En rejoignant nos équipes de services généraux, vous contribuerez au bon fonctionnement de vos secteurs d'activité respectifs et soutiendrez l'ensemble de l'entreprise dans l’atteinte de nos objectifs principaux. Votre travail quotidien aura un impact concret sur notre façon de gérer l'entreprise et sur la relation client.Job DescriptionThe Sr. Customer Care Specialist is a SME for the Core team. As a SME, you will be responsible for being the first escalation point when an agent has a complex situation that requires a more advanced level of troubleshooting. You are expected to resolve ALL issues quickly, effectively and with the utmost of importance and respect. You serve as a role model to the Specialists with regards to work ethic, attendance, and knowledge. As a Sr. Customer Care Specialist, you will step in and make decisions when your supervisor is not available or on vacation.ResponsibilitiesApply and share on the job experience regarding business processes for all brands. Take EscalationsAssist your supervisor or manager in projects as they come upServe as a peer role model in reference to attendance, knowledge, and problem solvingAnswer all inbound calls, emails, and chats for all brands when not dealing with escalationsAssist QA, as required in UAT and report any issues found and the impactAbility to determine if issues are a network outage or a one-off situation and react appropriatelyGrant courtesy waivers based on a review of a customer’s accountTeach core agents how to resolve escalated issuesBe a leader during an outage. Direct and assist staff to be efficient and helpful. Open Service Now tickets and track in log fileAssist team members with complex issues that may require escalation outside the departmentAttend demos and wire frame meetings, as required, to provide feedback on potential issuesAbility to fix complex account issues to ensure the customer can log into their account and bidPerform other duties as assigned Qualifications 3+ years working in Customer ServiceFlexible scheduleAbility to work evenings, weekends and stat holidays as requiredMust be fluent in English, both written and verbalSpanish and French an assetProfessional office work environmentThis is an on-site position that can be based in Clinton, ME or Monrovia, CA.