Dealer Services Specialist II - Manheim Chicago

Dealer Services Specialist II - Manheim Chicago at Cox Automotive summary:

The Dealer Services Specialist II manages dealer interactions and promotes vehicle sales services during auction events, ensuring vehicles are properly prepared and transactions are completed smoothly. They act as a primary customer liaison, providing education on online platforms and resolving service issues to maintain customer satisfaction. The role involves coordinating among various departments to optimize both in-lane and online vehicle sales and supporting operational and safety procedures onsite.

Represents the dealer sales lane at the location on sale days - promotes services such as Manheim certified, accept and solicits reserve numbers from dealers, up sells products and services, etc. Works with lane, department managers, market sales team, and other coordinators to ensure each vehicle crosses the auction block on sale day also responsible for ensuring vehicles are re-ran if needed. Works directly with customer onsite, via email & phone to ensure expectations are met and service issues are resolved.

• Champions all sale day preparations (pre/post activities) related to in-lane and online sales.
• Demonstrates professionalism and sincere appreciation for the business relationships that have been established amongst the dealers and Manheim.
• Investigates, troubleshoots, and resolves customer problems and issues; serves as a liaison between customers, sales teams, and location personnel to reconcile problems and to maintain a high level of customer service.
• Assist with customer care issues and respond to dealer inquiries, problems, or concerns in a professional manner and escalate as necessary.
• Educate customers on Online Vehicle Exchange, Simulcast, Manheim.com, and on other Manheim services & products. Provide assistance and training in usage.
• Provide consultation to customers regarding the setting of floor prices prior to every sale and educate dealers if needed to MMR. This will guarantee the success of a dealer's in-lane and online offerings and ensure Manheim sets realistic dealer expectations on selling cars.
• Develop and strengthen relationships with dealers over the phone, online, and at the Auction through planned contact and meetings, as well as feedback sessions regarding Auction and online use and services.
• Serve as initial contact for buyers and sellers.
• Maximize the number of transactions on OVE. Promote all listings onsite and offsite.
• Load inventory for dealers, including no sales, transfer inventory from AutoTrader/others, and vehicles with condition reports.
• Solicit inventory and offer additional services to all buyers (PSIs, recon, CRs)
• Work with the manager to ensure a consistent and effective online and in-lane customer experience, appropriate transaction processing, high customer satisfaction, and service levels.
• Walk vehicles for/with account representative and make recommendations for reconditioning to increase vehicle value.
• Reviews vehicles in sales line-up, locate missing vehicles, and works with customers and operations to ensure that vehicles are prepared for sale (i.e., approval for repairs, frame checks, mileage, and VIN check).
• Coordinates with Recon shops to ensure that repairs are completed in a timely manner
• Works closely with vehicle check-in and lot operations to ensure all work is completed on dealer vehicles (i.e., recon, inspections, details, etc.).
• Contacts inside support if units are pulled from the sale or online for work not being completed or mechanical issues so this can be communicated to the customer.
• Work with lot operations and quadrant coordinators to ensure appropriate scanning and organization of account vehicles.
• Review vehicles in sale lineup, locate missing vehicles and work with account representatives to ensure vehicles are ready for sale.
• 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.

Qualifications:

Minimum:

• 4 years of experience in a related field (e.g. Customer Service Industry, Auction Experience, Working with Car Dealerships, Sales/Service); or a High school diploma/GED with 3 years of experience in a related field; or an AS/AA degree, BS/BA degree or certification in a related discipline.
• Safe drivers needed; valid driver's license required.
• Effective communication (written and verbal) and interpersonal skills required.
• Ability to work in a high-performance, fast paced team environment.
• Solid computer skills, including the ability to use the Internet and MS Office effectively.
• Ability to adapt to and work effectively within a constantly changing environment.
• Excellent customer service and problem-solving skills are 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

Preferred:

• 1 - 3 years of Auction experience or 2 - 4 years of dealership experience is strongly preferred.
• Previous experience in sales support role desired.

RSCOX

USD 22.07 - 33.13 per hour

Compensation:

Hourly base pay rate is $22.07 - $33.13/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. Employees are also eligible for 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.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.

Keywords:

dealer services specialist, vehicle auction sales, customer service, used car dealerships, Manheim services, online vehicle exchange, inventory management, vehicle reconditioning, sales support, automotive auction