Buyer Care Specialist I

Here at IAA, excellent customer service is at our core. That's why our Buyer Care Specialist play such a meaningful role in the operation of our service centers. 

Buyer Care Specialist embody our "team player" values, by providing an outstanding experience for our internal and external customers through various communication channels helping IAA focus on business and branch growth. 

The Buyer Care Specialist interacts directly with potential, new and existing Buyers. They work to provide a quality experience in every step of the Buyer’s journey, resulting in increased Buyer satisfaction and account retention for the company. The Buyer Care Specialist will serve Buyer inquiries, buyer registration, transaction processing, account access and updates, and resolution of Buyer issues/concerns in a contact center environment. This role will follow up on Buyer cases utilizing our Buyer relationship management system to ensure Buyer inquiries and requests are handled completely and in a timely manner.    

It’s important that our support teams are available when our buyers need them most, as such, our Specialists will require flexible availability to work an assigned 5 day work schedule within our hours of operation: Monday- Friday (6am-7:30pm CST) and Saturdays (8am-5pm CST).   

• Provide customer support for all customers, external and internal 

• Responsible for registering prospective buyers, verifying documents meet IAA requirements and applicable state laws 

• Responsible for online setup to allow buyers to participate in online bidding 

• Reviewing accounts set up at branches to ensure accuracy and compliance with IAA requirements and applicable state laws 

• Answer customer inquiries originated via phone call, online chat, or e-mail, and offer resolutions; with the objective being "one contact resolution" 

• Act as liaison between customers and branches 

• If language support, translate for branches, dispatch centers, and sister companies when called upon to do so 

• Ability to understand IAA procedures and state licensing laws pertaining to buyer registration 

• Develop a thorough knowledge of ASAP to be able to review buyer accounts and stock files and communicate requirements to external and internal customers 

• Develop working knowledge of the IAA Website and its bidding tools to be able to aid customers to navigate the Website, educate them on the use of bidding applications, and maintain online accounts 

• Thorough knowledge of branch operations imperative to communicate with customers 

• Minimum 3 years of Customer Service Experience 

• Must be proficient in the use of Outlook, Word, and Excel 

• Automotive, insurance, and/or rental car industry experiences a plus 

• Bi-lingual English/Spanish skills are a plus