Job Description

Consumer Support Specialists embody our "team player" values, by providing an outstanding experience for our internal and external customers through various communication channels helping IAA focus on business and branch growth.

In this position, you will be responsible for understanding and supporting the process of resolving consumer sourced inventory escalations and reschedules. Effective candidates will assist all necessary vehicle owners and stakeholders to keep them informed of the process, answer questions while leveraging the tools provided to drive best-in-class outcomes.

Spanish Bilingual candidates strongly preferred.

Responsibilities

• Specializing in coordinating resolutions for consumer inventory pickups.
• Promptly/professionally/accurately handle inbound/outbound calls.
• Learn and maintain a working knowledge of multiple internal systems.
• Maintain clear, consistent, and timely email communication with both internal and external customers to resolve outstanding concerns and ensure timely completion of tasks.
• Accurately enter system notes in a clear, concise, and professional written style of communication.
• Maintain a consistent level of expected KPIs (Key Performance Indicators: Release Problem Resolution, Cancellation Conversions, etc.)
• Maintain an organized workspace/area that is conducive to the overall success of the department.
• Assist with other functions and/or duties as needed. Duties are subject to change, based on business needs.

Qualifications

• Must be detail-oriented with all assigned work.
• Display a team player mannerism.
• Provide excellent customer service
• Be a quick learner who is highly organized and adaptable and open to change.
• Have strong research and problem-solving skills.
• Ability to work under pressure and meet deadlines.
• Ability to adapt to constant change.

Additional Information:

• Experience with Microsoft Office (e.g. Word, Excel, Outlook, PowerPoint)
• High School Diploma or equivalent. Some college education is preferred.

California Residents Only: The anticipated hourly rate for the role is at $18/hour. Pay is based on several factors including but not limited to education, work experience, and certifications.

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