About the role
About Us RB 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.
Job Description The Customer Service Representative will provide exceptional customer service, answer inquiries, process payments and other sale day activities.
Responsibilities Under the direction of the Customer Service Manager, the Customer Support Representative:
- Adheres to the organization’s Service Level Agreement by providing timely responses to incoming customer support tickets. These tickets range from basic to moderately complex application and browser related issues
- Ensures a high level of customer satisfaction by communicating clearly and accurately
- Logs all customer contact in the support ticketing system and maintains complete and accurate information
- Develops and maintains strong technical and business expertise of the SmartEquip applications
- Develops and maintains a strong understanding of customer’s requirements and processes
- Actively support the RB Unreserved Commitment to Safety: to send everyone home, every day, the way they came to work, by taking personal responsibility for your safety and safety of your team, co-workers and customers
Qualifications Here’s What You Bring
- Bachelor's Degree preferred, High School Diploma or equivalent required
- Minimum 3 years’ experience in a customer support environment
- Hands-on experience supporting web-based applications
- Excellent customer facing skills with the ability to deal with varying customer skill levels patiently and politely
- Relational database, SQL, and troubleshooting skills preferred
- Microsoft Office Suite Experience
- Experience with the purchase to pay process preferred
- Superior written and verbal communication skills
- A passion for a high level of customer satisfaction
- Ability to work in a fast-paced, performance driven environment
- Willing to work non-standard business hours when necessary (24 hour coverage)
- Multilingual a plus
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