Client Service Rep II

Atlanta, Georgia
Jun 10, 2019
Account Management
Metro Area
Full Time
Job Description: The position of RMS Client Service rep entails being the primary client support point-of-contact for RMS Client Service Rep and Internal RMS Partners, and Market/ Location Associates.  Success in this position requires that the RMS Client Service Rep is flexible, solution oriented, be able to work independently with little to no supervision to provide active, knowledgeable, and results-oriented service to clients that is enabled by a strong knowledge of the RMS organization, processes, and technology.  The RMS Client Service Rep is empowered to ensure client issues are resolved in a timely manner.  This empowerment requires the RMS Client Service Rep to be confident in both the knowledge of the business as well as RMS’s product offerings.   The RMS Client Service Rep is accountable for the client service relationship in addition to partnering with all RMS brand organizations or outside escalation partners. This individual is responsible for the identification, reporting/tracking of issues through resolution, even if the issue involves other departments.  The position demands outstanding reliability and follow-through and requires excellent verbal and written communication skills including telephone and active listening skills, efficient problem-solving and troubleshooting skills, the ability to delegate effectively, and excellent organizational skills. The ideal candidate will be a highly self- motivated individual who can work well with little to no supervision and is a reliable, knowledgeable, resourceful, flexible, service-oriented professional.
General Responsibilities: 
  • As part of our efforts to make each client and prospect a “Raving Fan”, the RMS Client Service Rep will be an ambassador of RMS and Manheim providing consultative information for the dealers and the auctions as they do business with RMS and Manheim.  The RMS will develop “deep and wide” relationships with Sales, Field Locations, Corporate Partners, National Account teams to solidify Manheim Digital offerings as the most preferred digital automotive marketplace for buyers and sellers. 
  • The RMS Client Service Rep will partner with all parties informed of the status of open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions to the standard processes to create a list of best practices. 
  • Problem Resolution:   A big part of maintaining the relationships with existing customers includes problem solving by the RMS Client Service Rep, including consulting with dealers and educating them about RMS, Manheim Digital / In-Lane and ancillary partners.  Part of this process will include identifying, assessing and resolving these issues and determining who needs communication on these issues, including central functions such as IT or Product, or any such Manheim Partners.
  • Responsiveness:  The RMS Client Service Rep will provide responsive, timely telephone, chat and email support. At a minimum all calls should be returned before the close of business on the same day with “first call resolution” (resolving issues and access requests upon initial contact) as the primary goal. The RMS Client Service Rep shall personally act as the single, point-of-contact for their issues from identification through resolution as often as possible (i.e. take the call and handle internally vs. transfer or provide other contacts). In addition, the RMS Client Service Rep will also oversee/monitor the resolution to all problems, regardless of delegation to other departments.
  • Develop cooperative relationship with other team members:  The RMS Client Service Rep will build relationship not only with customers but the internal team members as well.
  • Provide training to dealer clients:  The RMS Client Service Rep will train new dealer clients on all aspects of RMS, Manheim Digital Products and In-Lane Field offerings.
  • Must be able to work independently and within a team.
  • Other duties as assigned

    • High School Diploma or GED required; College degree preferred (or equivalent experience),
    • Minimum of 4 years of client service experience or the equivalent,
    • Demonstrated experience being a client-focused, service-oriented professional,
    • Motivated self-starter with exceptional interpersonal skills and unflagging commitment to client satisfaction,
    • Excellent oral and written communications skills, particularly in a phone or email context,
    • Ability to multi-task within a fast-paced, high energy, dynamic and demanding environment,
    • Fast and motivated learner,
    • Working knowledge of email and the internet,
    • Attention to detail and follow-through,
    • Demonstrated ability to adapt in a changing environment,
    • Occasional travel, as well as evening and weekend availability are required,
    • Auction experience or exposure is a strong plus. 
    • Experience working with or in a dealership is a strong plus.
    • Adapts well to change
    • Top performer based on Scorecard excluding client surveys
    • Adapts well to change
    • Exhibits leadership among co-workers (tends to be the person everyone goes to for answers)
    • Consistently goes above and beyond to resolve client issues

    About Cox Automotive

    Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies,®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion.

    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.

    Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.   Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.


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