Account Representative

Position Purpose :

The Account Representative assists customers with their online experience. Daily responsibilities include but are not limited to guiding consignors and bidders through the auction process, acting as the first point of contact for all customer inquiries, providing product / service information, helping to resolve user account issues, managing vehicle submissions, collecting data and digital photos and monitoring live listings until bidding has concluded.

Key Areas of Responsibility :

• Manage high volumes of incoming and outgoing phone calls and emails in a professional manner.
• Coordinate internal and external resources to meet deadlines.
• Build rapport with customers through effective communication.
• Gain company product and services knowledge to ensure accurate information and effective solutions.
• Arrange auction listings to include photos, text and videos.
• Keep detailed and accurate records of all activity and documentation.
• Monitor live auction listings, assist with comments and facilitate post-auction communication.
• Work within Salesforce CRM, MS Office and other systems
• Meet customer service and call handling targets.

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Results driven, proactive & able to work autonomously.
• Ability to work in a fast-paced environment.
• Problem solving attitude.
• Flexible, change embracing in rapidly evolving work and market environment.
• Attention to detail and accuracy.

Education and / or Experience :

• At least two years related experience required.
• Proven customer service experience
• Excellent written and verbal communication skills
• Strong phone etiquette
• Ability to navigate email and social media platforms.
• Dedication to providing exceptional customer experience.
• Working knowledge of CRM
• Must be comfortable with technology; strong understanding of MS Excel, Outlook and Word as well as other web and Windows applications.
• Experience with Photoshop is preferred.
• Ability to multi-task efficiently, manage heavy volumes of emails and phone calls.
• Bachelor’s degree and / or equivalent experience
• At least two years related experience required.
• Microsoft Excel : 3 years (Preferred)
• Customer Service : 3 years (Preferred)

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.