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.

To maximize the sales and profitability by monitoring costs and shrink associated with auction administration and sale day staffing levels.

To create an environment which reflects the company philosophy of exceptional customer service by monitoring and managing service levels

Acting as a role model for all team members by always employing superior customer service and salesmanship skills, and 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).

Ensures team is knowledgeable and skilled with RBA computer systems, customer registration and payment requirements.

Responsible for processing of DMV transfer documents, CE certificates (Europe); Collection of appropriate Sales Tax or Exemption Certificates required by law; Reconciling (Balancing) sale, Collection of Accounts Receivables in a timely manner and banking duties and; 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.

Maintenance and setup of relevant systems used to maintain auction information

Following up on all customer inquiries

Escalate problems or issues to senior management

Perform other duties as assigned.

2 Year 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, organizational 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