Lead Customer Service Representative

About Us

IAA Holdings, LLC (IAA)
IAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company (NYSE: RBA) and (TSX: RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles. IAA serves a global buyer base – located throughout over 170 countries – and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations.

Buyers have access to multiple digital bidding and buying channels, innovative vehicle merchandising, and efficient evaluation services, enhancing the overall purchasing experience. IAA offers sellers a comprehensive suite of services aimed at maximizing vehicle value, reducing administrative costs, shortening selling cycle time and delivering the highest economic returns.

RB Global full-time employees are offered medical, dental, vision, and basic life insurances. Employees are able to enroll in our company’s 401k plan and RB Global will match 100% for the first 4% contributed. Employees will also receive 15 days of PTO each year.

We conduct hundreds of live auctions each year around the world. It takes a hardworking team of energetic people in a wide variety of full-time and part-time roles to conduct a successful multi-million dollar auction – from equipment inspectors, yard managers and operators to administrative staff and customer service representatives.

The Lead Customer Service Representative (L-CSR) has an expert level of knowledge of RB Global operations and high level of customer service skills. Able to operate with minimal supervision and acts as a team lead for office staff in absence of any other branch management present. Meets requirements of L-CSR and assists with new hire employee training; also plays an active role in assisting Office Supervisor with individual projects and problem resolution.

• Apply knowledge of the organization, product services, and policies to provide a variety of customer support through mail, telephone, and direct personal contact.
• Generate standard reports and design new reports as requested.
• Resolve escalated and challenging customer questions, complaints, and requests.
• Perform inventory control measures.
• Provide a variety of customer support services through the mail, telephone, and direct personal contact.
• Process orders and assignments.
• Conduct research; find resolution on more complex and multi-faceted issues; reference pricing and delivery information.
• May orient, train, mentor, assign, and check work of CSR I & II employees; designated lead in absence of Office and/or Branch Supervisors.
• Process all necessary paperwork in preparation for auction day, securing necessary approvals.
• Other duties as assigned per business needs.

• 2-3 years related experience
• Extremely detail-oriented, organized, methodical, quality-conscious, and customer-centric, with a reputation for superb follow-through.
• Ability to learn quickly and work in a fast-paced environment.
• Excellent oral and written communication skills.
• Excellent customer service and collaboration skills.
• Ability to work within project timelines, establish priorities, and meet milestones and deliverables.
• Demonstrates a high level of integrity and ethics; makes sound decisions in a dynamic and fast-paced business environment.
• Ability to analyze statistical and performance data, develop management summary reports, and proactively develop action plans.
• Strong time management skills.
• Experience with processing automobile titles.
• Experience in analysis of performance/operational data.
• Ability to work independently or as part of a cohesive team.
• Typical Field Office Environment