Dealer Services Specialist II

Company

Cox Automotive

• USA

Job Family Group

Vehicle Operations

Job Profile

Dealer Services Specialist II

Management Level

Individual Contributor

Flexible Work Option

No remote option; must work at a specified Cox location

Travel %

No

Work Shift

Day

Compensation

Hourly base pay rate is $17.40 - $26.06/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 Description

This position works with customers and location operational groups to ensure that the sale runs smoothly both operationally and administratively. Works closely with the Field Sales team to ensure that customer expectations are met or exceeded. Promotes and educates customers on the various products and services provided by Manheim.

Please note - bilingual is required for this particular position (Spanish).

• Represent the Dealer Sales Lane at the location on sale days -promote services such as Manheim Certified, accept and solicits reserve numbers from Dealers, assign run numbers, rep vehicles on the block, work "IF" counter/deals, up sell products and services, etc.

• Work 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.

• Work directly with customer onsite, via email & phone to ensure expectations are met and service issues are resolved.

• Champion all sale day preparations (pre/post activities) related to in‐lane and online sales

• Demonstrate professionalism and sincere appreciation for the business relationships that have been established amongst the dealers and Manheim.

• Investigate, troubleshoot, and resolve customer problems and issues; serve as a liaison between customers, sales teams, and location personnel to reconcile problems and to maintain a prominent 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. Assist and train as needed.

• Provide consultation to customers regarding setting of floor prices prior to every sale and educate dealers if needed to MMR.

• 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).

• 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 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

• Review vehicles in sales line‐up, locates 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).

• Coordinate 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.).

• Contact 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:

• Bilingual is required for this role (Spanish)

• 4 years of experience in a related field (e.g. Customer Service Industry, Auction Experience, Working with Car Dealerships, Sales); 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

Work Environment:

Office environment. Occasional exposure to outside elements.

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. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

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, parental leave, and COVID-19 vaccination leave.

About Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells - or simply uses - cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer

• All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.