Lead Customer Service Representative in Laval-Ouest, Quebec, Canada (# 3691)

About Us

IAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company (NYSE: RBA) and (TSX: RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles. IAA serves a global buyer base – located throughout over 170 countries – and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations. Buyers have access to multiple digital bidding and buying channels, innovative vehicle merchandising, and efficient evaluation services, enhancing the overall purchasing experience. IAA offers sellers a comprehensive suite of services aimed at maximizing vehicle value, reducing administrative costs, shortening selling cycle time and delivering the highest economic returns.

About The Team

Job Description

The Lead Customer Service Representative (L-CSR) has an expert level of knowledge of RB Global
operations and high level of customer service skills. Able to operate with minimal supervision and acts as
a team lead for office staff in absence of any other branch management present. Meets requirements of
L-CSR and assists with new hire employee training; also plays an active role in assisting Office
Supervisor with individual projects and problem resolution

Responsibilities

• Apply knowledge of the organization, product services, and policies to provide a variety of customer support through mail, telephone, and direct personal contact. 
• Generate standard reports and design new reports as requested. 
• Resolve escalated and challenging customer questions, complaints, and requests. 
• Perform inventory control measures. 
• Provide a variety of customer support services through the mail, telephone, and direct personal contact. 
• Process orders and assignments. 
• Enter data into computer systems. 
• Conduct research; find resolution on more complex and multi-faceted issues; reference pricing and delivery information. 
• May orient, train, mentor, assign, and check work of CSR I & II employees: designated lead in absence of Office and/or Branch Supervisors.
• Process all necessary paperwork in preparation for auction day, securing necessary approvals. 
• Apply knowledge of the organization, product services, and policies to provide a variety of customer support through mail, telephone, and direct personal contact. 
• Other duties as assigned per business needs.