Log In
Sign Up
Senior Customer Care Pre-Sale Specialist – (2300006O)
Description
A growing global company. Endless career and development opportunities.
When you join Ritchie Bros., you’ll be part of a diverse, global team that’s focused on delivering great customer experiences. Our culture is centered around people and guided by our core values of Integrity, Unity and Vision. Learn more about our culture and commitment to diversity and inclusion at Candidate Portal.
If you have an entrepreneurial spirit and are passionate about making a difference, we invite you to join our growing team. Whether you’re out in the field or back at your office, you’ll be helping us achieve our vision of becoming the trusted global marketplace for insights, services and transaction solutions for commercial assets.
We’re looking for a Senior Customer Care Pre-Sale Specialist. The work location for this position is Burnaby, British Columbia and is eligible for a fully remote work arrangement.
The Opportunity:
The Sr. Customer Care Specialist is a SME for the Core team. As a SME, you will be responsible for being the first escalation point when an agent has a complex situation that requires a more advanced level of troubleshooting. You are expected to resolve ALL issues quickly, effectively and with the utmost of importance and respect. You serve as a role model to the Specialists with regards to work ethic, attendance, and knowledge. As a Sr. Customer Care Specialist, you will step in and make decisions when your Supervisor is not available or on vacation.
In this role you’ll:
- Apply and share on the job experience regarding business processes for all brands. Take Escalations.
- Assist your Supervisor or Manager in projects as they come up.
- Serve as a peer role model in reference to attendance, knowledge, and problem solving.
- Answer all inbound calls, emails, and chats for all brands when not dealing with escalations.
- Assist QA, as required in UAT and report any issues found and the impact.
- 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.
Here’s what you bring:
- Post secondary diploma or related experience
- Significant experience in the role if Customer Care Specialist and a proven ability to handle complex team based support situations with minimal experience. Asset to have working knowledge of Salesforce, Oracle, AS400.
- 3+ years working in Customer Service
This job will require you to:
- Ability to determine if issues are a network outage or a one off situation and react appropriately.
- Grant courtesy waivers based on a review of a customers account.
- Teach core agents how to resolve escalated issues.
- Be a leader during an outage. Direct and assist staff to be efficient and helpful. Open Service Now tickets and track in log file.
- Assist team members with complex issues that may require escalation outside the department.
- Attend demo’s and wire frame meetings, as required, to provide feedback on potential issues.
- Ability to fix complex account issues to ensure the customer can log into their account and bid.
What We Offer:
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 60+ 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 / Pension plan with company match.
- Ongoing training, professional development and tuition reimbursement.
Ritchie Bros. has grown from a small-town auctioneer to a global asset management and disposition company. Through our family of companies, we help our customers buy and sell a wide range of used and unused equipment for construction, mining, transportation, agriculture, oil & gas, lifting & material handling, forestry & other industries.
Ritchie Bros. is an equal opportunity employer and ensures nondiscrimination in all activities in accordance with all applicable laws. This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Candidate selection is made by Talent Acquisition. Only electronic applications can be accepted. No agency calls, please.
If you required any accommodations, please send an email to: [email protected]
#LI-Remote
Primary Location: CA-BC-Burnaby
Work Locations: Burnaby 9500 Glenlyon Parkway Burnaby V5J 0C6
Job: Customer Service
Job Posting: Mar 14, 2023, 4:14:53 PM
