Dealer Services Specialist II (Manheim Utah)

Compensation

Hourly base pay rate is $20.10 - $30.10/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 Summary

Monitor and coordinate activities associated with the preparation and sale of customer vehicles throughout the auction process in ways that meet or exceed customer expectations and contribute to efficient sales operations.

Key Responsibilities

• Provide consultation to customers regarding the setting of floor prices prior to every sale and educate dealers if needed to MMR. This will guarantee the success of a dealer's in-lane and online offerings and ensure Manheim sets realistic dealer expectations on selling cars.
• Represents the Dealer Sales Lane at the location on sale days -promotes services such as Manheim Certified, accepts and solicits reserve numbers from Dealers, assigns run numbers, reps vehicles on the block works "IF" counter, up-sells products, and services, etc.
• Works with lane, department managers, market sales team, and other coordinators to ensure each vehicle crosses the auction block on sale day and or is posted on OVE; also responsible for ensuring vehicles are re ran if needed.
• Investigates, troubleshoots, and resolves customer problems and issues; serves as a liaison between customers, sales teams, and location personnel to reconcile problems and maintain a high level of customer service.
• Works directly with customers onsite, via email & phone to ensure expectations are met and service issues are resolved.
• Champions all sale day preparations (pre/post activities) related to in lane and online sales.
• Maximize the number of transactions on OVE. Promote all listings onsite and offsite.
• Educate customers on Online Vehicle Exchange, Simulcast, Manheim.com, and on other Manheim services & products. Provide assistance and training in usage.
• Demonstrates professionalism and sincere appreciation for the business relationships that have been established amongst the dealers and Manheim.
• Assist with customer care issues and respond to dealer inquiries, problems, or concerns in a professional manner and escalate as necessary.
• Develop and strengthen relationships with dealers over the phone, online, and at the auction through planned contact and meetings, as well as feedback sessions regarding Auction and online use and services.
• Serve as initial contact for buyers and sellers.
• Load inventory for dealers including no sales, transfer inventory from Auto Trader/others, and vehicles with condition reports.
• Review vehicles in the sale line up, locate missing vehicles and work with an account representative to ensure vehicles are ready for sale.
• 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 the 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.
• Walk vehicles for/with account representative and make recommendations for reconditioning to increase vehicle value
• Reviews vehicles in sales line up, locate missing vehicles and works with customers and operations to ensure that vehicles are prepared for sale (i.e., approval for repairs, frame checks, mileage, and VIN check).
• Coordinates with Recon shops to ensure that repairs are completed promptly
• Works closely with vehicle check in and lot operations to ensure all work is completed on dealer vehicles (i.e., recon, inspections, details, etc.).
• Contacts inside support if units are pulled from the sale or online for work not being completed or mechanical issues so this can be communicated to the customer.
• Work with lot operations and quadrant coordinators to ensure appropriate scanning and organization of account vehicles.
• 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.

Qualifications

• High School Diploma/GED and 3 years' experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED
• Auto Auction or Dealership experience a plus
• Solid computer skills, including the ability to use the Internet and MS Office effectively.
• Effective communication (written and verbal) and interpersonal skills required.
• Ability to work in a high-performance, fast-paced team environment.
• Ability to adapt to and work effectively within a constantly changing environment.
• Excellent customer service and problem-solving skills required.
• Ability to sit or stand for prolonged periods of time.
• Ability to perform repetitive tasks; manual dexterity.
• Vision abilities required include close, distance and depth perception.

Work Environment: Moderate noise level. Frequent exposure to outdoor weather conditions.

Drug Testing

To be employed in this role, you'll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position.

Benefits

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.