Dealer Services Coordinator ; Manheim Fontana

Overview

Company Cox Automotive - USA

Job Family Group Vehicle Operations

Job Profile Dealer Services Coordinator I

Management Level Individual Contributor

Flexible Work Option No remote option; must work at a specified Cox location

Travel % No

Work Shift Day

Compensation Hourly base pay rate is $21.83 - $32.79/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.

Job Description

This position works with customers and location operational groups to ensure that the sale runs smoothly both operationally and administratively. Works closely with the Auction and Field Sales team to ensure that customer expectations are met or exceeded. Promotes and educates customers on the various products and services provided by Manheim.

The position demands outstanding reliability and follow-through and requires excellent communication skills including telephone and active listening skills, efficient problem-solving and troubleshooting skills, the ability type and talk at the same time, delegate effectively, and excellent organizational skills. The ideal candidate will be a highly self-motivated individual who can work well with little to no supervision and is a reliable, knowledgeable, resourceful, flexible, service-oriented professional.

• Represents the Dealer Sales team for our contact center—promotes services such as Manheim Certified, accept and solicits reserve numbers from Dealers, assigns run numbers, reps vehicles on the block, works “IF” counter, up sells products and services, etc.
• Works directly with customer, via email & phone to ensure expectations are met and service issues are resolved.
• 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,  and on other Manheim services & products. Provide assistance and training in usage.
• Provide consultation to customers regarding setting of floor prices prior to every sale and educate dealers if needed to MMR. This will guarantee 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 and online when clients are inquiring through the phone queue.
• Serve as initial contact for buyers and sellers.
• Solicit inventory and offer additional services to all buyers (PSIs, recon, CRs).
• Identify sold units and facilitate transactions through completion to include but not limited to the following:
• Monitor notifications generated online (e.g., purchase confirmation).
• Confirm availability and location of vehicle (and title) at the time of sale.
• Generate and maintain required documentation for all transactions (e.g., Auction Bill of Sale, Gate Release).
• Work with manager to ensure a consistent and effective online and in-lane customer experience, appropriate transaction processing, high customer satisfaction and service levels.
• 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.

Minimum

• High School Diploma/GED and up to 2 years’ experience in a related field (call center, customer service, etc.)
• Requires strong computer skills
• Excellent communication skills to work effectively with teams throughout organization

To be employed in this role, you’ll need to clear a…