Customer Service Manager

The primary responsibility of the Customer Service Manager is to oversee auction administration processes and manage the human resources necessary for sale day operations. The Customer Service Manager is the primary source of contact for our customers, providing assistance and information before, during and after sale days. The Customer Service Manager is a vital link to all levels of the organization, acting as a conduit of information and ensures all auction administrative objectives are achieved.

Responsibilities:

• Maximise sales and profitability by monitoring costs and shrink associated with auction administration and sale day staffing levels.
• Create an environment which reflects the company philosophy of exceptional customer service by monitoring and managing service levels.
• Act as a role model for all team members by employing superior customer service and salesmanship skills, ensuring the team does the same.
• Hire, coach and train team on how to make appropriate decisions regarding customer service (i.e. refunds, invoicing inquiries, owner details and complaints).
• Ensure team is knowledgeable and skilled with RBA computer systems, customer registration and payment requirements.
• Process DMV transfer documents, CE certificates (Europe); collect appropriate Sales Tax or Exemption Certificates required by law; reconcile sale, collect Accounts Receivables in a timely manner and perform banking duties.
• Manage and coordinate the ordering of auction supplies.
• Act as a liaison with all levels of the organization to ensure accurate reporting of information.
• Build and maintain strong relationships with customers, financial institutions, local taxation offices, motor vehicle branches to obtain information or solve problems.
• Maintain and set up relevant systems used to maintain auction information.
• Follow up on all customer inquiries.
• Escalate problems or issues to senior management.
• Perform other duties as assigned.

Qualifications:

• 2 years previous customer service experience in a related field.
• Minimum 1 year experience in a supervisory role.
• Strong computer skills including the ability to learn new systems and to enter data quickly and accurately.
• DMV document processing experience an asset.
• Sales Tax collection, exemption and remittance experience.
• Demonstrated leadership and the ability to take initiative.
• Strong problem solving, organisational and time management skills.
• Able to set priorities and work independently with minimal supervision.
• Positive attitude.
• Good communication skills - strong on diplomacy, a patient listener, strong written communication skills, proven conflict resolution skills.
• Team player, ability to relate to a diverse customer base and workforce, ability to put people at ease and the ability to easily network with others.
• Adaptable and willing to adjust to new ideas or change.
• High level of integrity and ethics.
• Ability to work in high pressure situations.
• Ability to think on your feet.
• Strong attention to detail.
• A thorough understanding of equipment specifics for data entry.
• Familiar with understanding contract specifics for data entry and maintaining information.
• Knowledgeable about local Department of Motor Vehicle (DMV) rules and regulations as they relate to the sale of motor vehicles.