Customer Service Representative II

What Do IAA Customer Service Reps Do?

• Provide a variety of customer support services through the mail, telephone, and direct personal contact

• Complete the technical requirements for Implementation & Onboarding for new clients onboarding with DDI. This will include working with internal partners to complete technical requirements to enable DDI/IAA products. Additionally, the Customer Service Representative II will work with existing customers requesting to add additional technical services such as API, SFTP, and/or Single Sign On services.

• Works in conjunction with Implementation manager, Product management & Marketing on new ELT state and new internal product roll out plans. Communicates with internal and external stakeholders all new & updated process flows.

• Assist Implementation Manager with Salesforce administrative tasks, such as creating internal forms, FAQs and maintaining accurate information on DDI website as well as customer help pages.

• Enter & maintain accurate customer data into Salesforce, complete user setup an, user imports into salesforce and back-end systems and setup user roles within DDI system.

• Assist Dealers with various Dealer Management Integrations & pricing by submitting accurate documentation to various external agencies. Track all communications and activities in Salesforce.

• Partners with Sales and Business Development team to assess the business needs of customers which require customized business solutions. Works with Implementation Manager to ensure successful onboarding and customer satisfaction.

• Works closely with Sales, Contracts, Product Management, Project Managers, Account Management, Support & Technical teams to provide timely accurate customer information.

• Provides progress updates to DDI stakeholders and customers on established implementation plans and process flows in a timely manner

• Monitors and distributes incoming emails and phone calls.

• Other Duties as assigned.

What are the Requirements?

• 2 or more years of Customer Service Experience
• Proficiency in Microsoft Tools & Adobe (Excel, Word, Outlook, Teams, Adobe)
• Must be able to type at least 40wpm
• Salesforce knowledge a plus, but not required
• Excellent Communication & Written Skills
• Strong project management skills and the ability to multi-task.
Excellent organizational & time management skills

Education and Certification Requirements:

• A high school diploma is awesome, but equivalent work experience would be great too!
• 0-2 years’ previous work experience

Skills

Required

• Customer Service
• Customer Support
• Data Entry

Preferred

• Front Desk
• Teamwork

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)