You are responsible for providing support for internal and external customers.
Established in 1958, Ritchie Bros. (NYSE and TSX: RBA) is a global asset management and disposition company, offering customers end-to-end solutions for buying and selling used heavy equipment, trucks and other assets. Operating in a multitude of sectors, including construction, transportation, agriculture, energy, oil and gas, mining, and forestry, the company’s selling channels include: Ritchie Bros. Auctioneers, the world’s largest industrial auctioneer offers live auction events with online bidding; IronPlanet, an online marketplace with featured weekly auctions and providing its exclusive IronClad Assurance® equipment condition certification; Marketplacee, an online marketplace offering multiple price and timing options; Mascus, a leading European online equipment listing service; and Ritchie Bros. Private Treaty, offering privately negotiated sales. The company also offers sector-specific solutions including GovPlanet, TruckPlanet, Kruse Energy Auctioneers, and Cat® auctions, plus equipment financing and leasing through Ritchie Bros. Financial Services. For more information about the unprecedented choice provided by Ritchie Bros., visit RitchieBros.com.
Join a growing global company that offers endless career and learning opportunities with a work culture like no other.
We’re looking for a Customer Service Specialist based out of our global headquarters in Burnaby, BC. The Customer Service Specialist is responsible for providing support for internal and external customers with respect to online and onsite bidding, website navigation and troubleshooting, connecting existing and new customers with their Territory Managers, and account maintenance.
Our success is built on the drive and dedication of our people. As we grow around the globe, there will be many opportunities to advance your career – we’ve proven this throughout our 55+ years in business. And, we'll take care of you along the way. Here’s how:
Base salary + paid overtime
Comprehensive medical and dental benefits.
RRSP and an Employee Share Plan, both with company match.
Ongoing training, professional development and tuition reimbursement.
A multi-award winning LEED gold certified facility, in an exceptional park-like setting, featuring:
A subsidized, multi-award winning childcare centre.
A subsidized cafeteria, car washing and dry cleaning services, and free parking.
A workout facility, featuring advanced gym equipment, bike room, shower and changing facilities, and nutrition and fitness programs.
Proximity to miles of Fraser River walking paths, plus shops, restaurants and services.
In this role you’ll:
Operate in a telephone-based high volume contact centre to receive customer enquiries and assist customers with their ability to use all of Ritchie Bros. services.
Gain and apply knowledge in the processes of our business, which is constantly changing, in order to best support our customers both internally and externally.
Manage and maintain our customers’ ability to bid in both onsite and online auctions.
Ensure that internal and external customers have a positive experience doing business with Ritchie Bros.
Manage multiple email boxes and Live Chat to ensure all requests are handled efficiently and accurately.
Answer customer questions pertaining to website navigation, member accounts and various auction related topics.
Manage and escalate customer complaints or process failures.
Support customers during the auction registration process both for onsite and online bidding.
Ensure that requests from internal and external customers are acted upon timely and accurately.
Enter large volumes of data into an internal database on a time-sensitive schedule.
Test internal database upgrades for possible defects.
Document and report enhancements that are needed.
Generate statistical information to be used for reporting.
Manage and maintain customer accounts and registrations during a network outage.
Work with Accounts Receivable to resolve any issues regarding payments and deposits.
Work with Data Quality team to ensure account data is accurate and not duplicated.
Resolve issues and track interactions relating to customer accounts.
Provide information related to past and upcoming auctions and equipment.
Ability to explain how bidding and unreserved auctions work.
Proactively reports areas of customer concern and brand experience.
Process returned mail.
Be a SME for all projects relating to Customer Service and Customer Experience when requested.
Perform other various duties as required.
Aid in training new and current staff on various procedures.
E-Clerking duties if required.
Post-secondary diploma in communications or related field.
1-3 years of experience in a high-volume customer contact centre with additional transactional duties and responsibilities.
Bilingual - fluent in English and French
Ability to coach peers and work as part of a high-performance team.
Flexibility in schedule is a must.