Job-ID: 11860Category: Customer CareLocation: Salt Lake City, UT, United StatesWorkplace: On-siteSchedule: Full timePosted: Minimum Salary: $26.04Maximum Salary: $32.53The Manager of Customer Service General is responsible for the strategic leadership and direction for all brands within the RB Global Customer Service team. The MCS is responsible for all methods of communication and achieving KPI metrics that align with the corporate strategy. The MCS will lead a team of agents and mentor their supervisor who oversees the day-to-day operations for General buyer interaction.
The MCS will support, guide & develop the Supervisor to ensure effective & efficient department operations and to build a strong bench strength within the team. The MCS will analyze operational processes, establish escalation procedures and oversee the customer experience as well as present new initiatives that will drive customer service excellence.Qualifications2-3 years in a people management role2 Experience working with cross functional teamsAbility to multitask while meeting strict deadlinesAbility to execute in high pressure situationsStrong problem-solving skillsEffective conflict resolutionExcellent verbal and written communication skillsMust be extremely organized with a high degree of attention to detailDevelop new policies or modify existing ones, targeting cost reduction, customer experience and resource enhancements-3 years customer service and/or operational supportOffice and/or remote work environment.Travel 3-4 times a year, as required for training, face to face meetings, and strategy sessionsResponsibilitiesEnsures strategic business goals are communicated, understood and executed by the entire teamOversees the performance management, career development and direction for the Supervisor and indirectly the entire teamManages & handles 2nd level escalations from both internal and external customersCreates & monitors the annual departmental budget, reviewing on a monthly basis to ensure we remain on target. Determines necessary corrective action as necessary.Reviews departmental processes and analyses data to ensure best in class service is being deliveredCascades & champions corporate strategic projects and acts as a SME for all initiatives related to Customer CarePerform other duties as assigned.About the organizationAbout the team - Yard OperationsWe conduct hundreds of live auctions each year around the world.
It takes a hardworking team of energetic people in a wide variety of full-time and part-time roles to conduct a successful multi-million dollar auction – from equipment inspectors, yard managers and operators to administrative staff and customer service representatives.About the companyRB Global (NYSE: RBA)RB Global (NYSE: RBA) (TSX: RBA) is a leading, omnichannel marketplace that provides value-added insights, services and transaction solutions for buyers and sellers of commercial assets and vehicles worldwide. Through its auction sites in 13 countries and digital platform, RB Global serves customers in more than 170 countries across a variety of asset classes, including automotive, commercial transportation, construction, government surplus, lifting and material handling, energy, mining and agriculture.The company’s marketplace brands include Ritchie Bros., the world’s largest auctioneer of commercial assets and vehicles offering online bidding, and IAA, a leading global digital marketplace connecting vehicle buyers and sellers. RB Global’s portfolio of brands also includes Rouse Services, which provides a complete end-to-end asset management, data-driven intelligence and performance benchmarking system; SmartEquip, an innovative technology platform that supports customers’ management of the equipment lifecycle and integrates parts procurement with both OEMs and dealers; Xcira, a leader in live simulcast auction technologies; and Veritread, an online marketplace for heavy haul transport.RB Global full-time employees are offered medical, dental, vision, and basic life insurances.
Employees are able to enroll in our company’s 401k plan and RB Global will match 100% for the first 4% contributed. Employees will also receive 15 days of PTO each year.
Manager, Customer Service in salt lake city at Unknown Company
This position is listed as part time and able to be worked remotely.