Senior Customer Care Pre-Sale Specialist

Description The Sr. Customer Care Specialist is a SME for the Core team. As a SME, you will be responsible for being the first escalation point when an agent has a complex situation that requires a more advanced level of troubleshooting. You are expected to resolve ALL issues quickly, effectively and with the utmost of importance and respect. You serve as a role model to the Specialists with regards to work ethic, attendance, and knowledge. As a Sr. Customer Care Specialist, you will step in and make decisions when your supervisor is not available or on vacation. Qualifications 3+ years working in Customer Service Flexible schedule Ability to work evenings, weekends and stat holidays as required Must be fluent in English, both written and verbal. Spanish and French an asset Professional office work environment This is an on-site position that can be based in Clinton, ME or Monrovia, CA. Responsibilities Apply and share on the job experience regarding business processes for all brands. Take Escalations Assist your supervisor or manager in projects as they come up Serve as a peer role model in reference to attendance, knowledge, and problem solving Answer all inbound calls, emails, and chats for all brands when not dealing with escalations Assist QA, as required in UAT and report any issues found and the impact Ability to determine if issues are a network outage or a one-off situation and react appropriately. Grant courtesy waivers based on a review of a customer's account. Teach core agents how to resolve escalated issues. Be a leader during an outage. Direct and assist staff to be efficient and helpful. Open Service Now tickets and track in log file. Assist team members with complex issues that may require escalation outside the department. Attend demos and wire frame meetings, as required, to provide feedback on potential issues. Ability to fix complex account issues to ensure the customer can log into their account and bid. Perform other duties as assigned. Employer 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. Recruiting Organization As a global company, our corporate teams support billions of dollars in equipment sales every year. In joining our corporate services teams, you will be ensuring the business runs smoothly in your respective verticals and supporting the overall business to achieve our core objectives. Every day your work will make a difference in the way we run our business and the in the way customers interact with us. EEO Information Ritchie Bros. is an equal opportunity employer and ensures nondiscrimination in all activities in accordance with all applicable laws. This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Candidate selection is made by Talent Acquisition. Only electronic applications can be accepted.