Buyer Care Specialist II

The Buyer Care Specialist II (BCS) demonstrates a high level of competency and effectiveness when
interacting directly with potential, new, and existing Buyers, as well as IAA colleagues. They will work in
phone/digital channels to ensure a quality experience in every step of the Buyer’s journey, resulting in
increased Buyer satisfaction and account retention for the company. In addition to all foundational
responsibilities, the Buyer Care Specialist II will support the learning of peers (new, developing team
members) by collaboratively responding to requests for assistance, demonstrating effective skills in side-by-sides, and occasionally supporting new hire training.

• Able to explain IAA processes, procedures, and policies to peers. Readily and willingly assist
  when needed to serve Buyers accurately and effectively
• Demonstrates excellent Buyer care and system utilization skills; able to consistently share
  knowledge with peers
• Proactively identifies opportunities to improve operations in a way that serves Buyers and/or
  achieves optimum quality and efficiency
• Providing high-quality experience to key customers
• Ability to work independently and collaboratively with all functions/roles within the contact center
• Flexibility within your role to support various areas of the business
• Ability to proficiently demonstrate time management skills
• Proactively and confidently educates Buyers on IAA processes; works with exceptional efficiency
  to respond to Buyer inquiries
• Demonstrates excellent quality and accuracy in all elements of work: Buyer care, systems
  utilization, Buyer request/order processing, account notation, etc.
• Able to effectively resolve Buyer concerns; promptly escalate complaints when needed
• Perform other duties as assigned

• Strong operations background and experience
• Able to effectively demonstrate all elements of the job and provide coaching to peers
• Excellent problem-solving skills; consistently helps others
• Excellent judgment and independent decision-making within assigned authority levels
• Able to effectively demonstrate all elements of the job and provide coaching to peers
• Effectively communicates in English (verbal and written), as well as any other language that may
  be assigned based on identified competencies (determined and confirmed at time of hire)
• Typical Call center environment

This position is to fill an existing vacancy.