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Cox Automotive Inc. · 5 hours ago

Dealer Services Specialist II - Manheim SoCal Fontana

Fontana, CA

Full-time

Onsite

Mid Level

$23.51/hr - $35.24/hr

3+ years exp

Cox Automotive Inc. is a leading provider of automotive services, and they are seeking a Dealer Services Specialist II to represent the dealer sales lane on sale days. The role involves promoting services, resolving customer issues, and ensuring a high level of customer satisfaction throughout the auction process.

AutomotiveDigital MarketingE-CommerceMarketing

Comp. & Benefits

No H1B

Responsibilities

Represents the dealer sales lane at the location on sale days - promotes services such as Manheim certified, accept and solicits reserve numbers from dealers, 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 also responsible for ensuring vehicles are re-ran if needed

Works directly with customer 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

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, Manheim.com, and on other Manheim services & products. Provide assistance and training in usage

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

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

Maximize the number of transactions on OVE. Promote all listings onsite and offsite

Load inventory for dealers, including no sales, transfer inventory from AutoTrader/others, and vehicles with condition reports

Solicit inventory and offer additional services to all buyers (PSIs, recon, CRs)

Work with the 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 in a timely manner

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

Review vehicles in sale lineup, locate missing vehicles and work with account representatives to ensure vehicles are ready for sale

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

Qualification

Customer serviceAuction experienceSales supportComputer skillsEffective communicationProblem-solvingSpanishInterpersonal skillsAdaptability

Required

4 years of experience in a related field (e.g. Customer Service Industry, Auction Experience, Working with Car Dealerships, Sales/Service); or a High school diploma/GED with 3 years of experience in a related field; or an AS/AA degree, BS/BA degree or certification in a related discipline

Safe drivers needed; valid driver's license required

Effective communication (written and verbal) and interpersonal skills required

Ability to work in a high-performance, fast paced team environment

Solid computer skills, including the ability to use the Internet and MS Office effectively

Ability to adapt to and work effectively within a constantly changing environment

Excellent customer service and problem-solving skills are 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

Preferred

1 - 3 years of Auction experience or 2 - 4 years of dealership experience is strongly preferred

Previous experience in sales support role desired

Ability to speak Spanish a plus

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.