Lead Account Operations Specialist (Manheim)

About the position

The Lead Account Operations Specialist serves as the account liaison coordinating and executing account SLAs. This role acts as a primary point of contact for auction vendors and clients, engaging with them to understand their requirements, upsell CAI products and services, and ensure that the work agreed upon is completed to client expectations. The specialist offers solutions and ensures that sales proceed in a manner that is mutually beneficial for both the client and Cox. The position coordinates with auction personnel and other stakeholders across all aspects of customer engagement.

Responsibilities

• Crucial escalation point of contact for both clients and less senior Client Account Coordinators.
• Serves as an advisor and escalation point for less senior coworkers.
• Collaborates with other auction departments to validate root cause issues and resolve higher level escalations.
• Leads the resolution of complex client issues for key highly complex accounts.
• Offers comprehensive support to VIP account holders.
• Demonstrates advanced knowledge of condition report data and vehicle inspection process.
• Educates clients and less senior Client Account Coordinators on auction processes.
• Actively develops positive relationships with clients.
• Ensures compliance with client guidelines and PII policies.
• Provides coaching and training to less senior Client Account Coordinators.
• Handles client concerns with professionalism.
• High proficiency with computer software including Microsoft Office applications.
• Visibly demonstrates safety commitment by following all safety and health procedures.
• Performs any other duties assigned.

Requirements

• High School Diploma/GED and 7 years' experience in a related field.
• OR a different combination such as any level degree/certification beyond a HS diploma/GED in a related discipline and 5 years' experience.
• OR 9 years' experience in a related field.
• Safe drivers needed; valid driver's license required.
• Prior experience vehicle reconditioning and/or general auto body knowledge is required.
• Proven analytical skills and experience.
• Self-starter with ability to work with minimal supervision.
• Ability to handle multiple tasks simultaneously.
• Team-based interpersonal skills.
• Excellent verbal and written skills.
• Requires physical ability and mental acuity to execute the duties of the position successfully.
• Ability to operate vehicles with standard and automatic transmission is preferred.

Benefits

• Minimum of sixteen hours of paid time off every month.
• Seven paid holidays throughout the calendar year.
• Additional paid time off for bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
• Health care insurance (medical, dental, vision).
• Retirement planning (401(k)).
• Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).