Customer Experience Advocate

Brief Description

Job Function:

This position contributes to the success of Big Iron by interacting with our customers to provide information, answer questions, and find the best possible solutions when problems arise. This position will champion the idea of minimal contact resolution and be proactive in recognizing how we can enhance the experience at present and in the future.

Essential Functions

• Auction Clean-up—This includes coordinating proactive calling efforts to confirm payment and completing follow-ups such as filing/opening failure-to-pay cases while partnering with other advocates to do so.
• Refusal to Release – Creating cases, collecting documents or related correspondence, and working with stakeholder teams (e.g. – Sales team) to render decisions.
• Bid Requests – Sending and collecting bid requests from employees, contractors, or parties with familial relationships to Sellers offering items at auction (shill bid mitigation).
• Responding or Processing Responses to Third-party Agencies – Includes handling correspondence from legal firms (e.g. – demand letters, subpoenas, etc.) and consumer protection/industries (e.g. – Attorneys General, BBB, etc.).
• Addressing Risk Related Issues – Reviewing claims of unauthorized account use or bidding, circumvention, multiple account creation (intentional), shill bidding reports, etc.
• Addressing Escalated Issues—Escalated issues include matters referred from the core Level 1 CX Advocates or issues escalated from various levels of management.
• Managing or Coordinating Projects or Workloads – Refers to assisting with gatekeeping processes to share workload metrics throughout the day or bring other team members in on larger projects (e.g. – Buyer outreach requests, playbook or content updates, etc.).
• Other projects and duties as assigned.
• Train new hires and provide mentoring support to Level 1 CX Advocates.
  
  

Requirements

• Bachelor’s or associate degree preferred, or combination of work-related customer service preferred.
• Self-starters, who can prioritize their workloads to ensure that essential functions are addressed effectively and make appropriate adjustments when needed to help team workloads.
• An excellent communicator, both written and spoken, and is willing to over-communicate (with both customers and team.)
• A strong attention to detail and accuracy, with a willingness to dive into complex problems or situations to achieve balanced outcomes.
• Dedication and sense of accountability with an ability to think critically and to suggest or implement new ideas along with creative solutions when appropriate.
• Patience, and empathy, with a sense of curiosity to go beyond what internal and external customers expect.
• Experience or proficiency with using Microsoft Office, CRM software such as NetSuite, and a keen ability to learn how to use various software applications.
  
  

Summary

Key Benefits We Offer:

• Health
• Dental
• Vision
• 401k with Match
• PTO
• Floating Holidays
• Paid Holidays
• Wellness Reimbursements
• Profit Sharing
• Bonus Opportunity
  
  

BECOME PART OF THE BIGIRON LEGACY

As a swiftly expanding auction company, we are growing into new verticals and geographies offering special opportunities for dynamic leaders. Our sales volume, growth and strategic objectives are quickly elevating our demand and need for exceptional, experienced, and driven candidates to partner with our executive leadership in our mission to succeed.

Working with us, you'll be challenged daily to improve yourself, and take on your position as if it was your own business. Our organization is seeking high-performance leaders that spark the entrepreneurial spirit in others and encourage them to live up to their true potential.

When you join our team, you're becoming part of a multi-generational legacy that strives to become the most recognized, customer-focused equipment, real estate, transportation, livestock, and collector car platform in the online auction industry.

Join us as we continue making waves in the industry. www.bigiron.com