Dealer Services Specialist II (Manheim Fresno)
Cox Enterprises
- Fresno, CA
- $19.13-28.65 per hour
- Permanent
- Full-time
- 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 the “IF” counter, upsells products and services, etc.
- Works with lane, department managers, the 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.
- 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.
- Demonstrates professionalism and sincere appreciation for the established business relationships between 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 the issues and maintain high customer service.
- Assist with customer care issues, professionally respond to dealer inquiries, problems, or concerns, and escalate as necessary.
- Educate customers on Online Vehicle Exchange, Simulcast, Manheim.com, and other Manheim services and products. Provide assistance and training in usage.
- Consult customers regarding setting floor prices before 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 meetings and 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 the 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 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
- Review vehicles in sales line‐up, locate missing cars, and work with customers and operations to ensure 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.).
- Contact inside support if units are pulled from the sale or online due to unfinished work 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 the vehicles in the sale line-up, locate missing vehicles, and work with the account representative to ensure they 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.
- High School Diploma / GED and 3 years’ experience.