The Customer Service Liaison is responsible for building and maintaining strong relationships with buyers and sellers by providing proactive support, guidance, and issue resolution throughout the auction process. This role serves as a key point of contact for customers, ensuring they understand auction services, processes, and policies while delivering a positive, consistent experience.

The Customer Service Liaison helps drive customer retention, satisfaction, and engagement in a fast-paced auto auction environment. This position would require you to make customer visits throughout the central Ohio area.

Duties/Responsibilities:

Serves as a primary point of contact for assigned buyers and sellers.
Builds long-term relationships through regular communication, follow-ups, and proactive outreach.
Educates customers on auction services, processes, timelines, and policies.
Identifies customer needs and works internally to provide appropriate solutions.
Assists customers before, during, and after auction day with questions related to registration, bidding, titles, payments, arbitration, and vehicle services.
Coordinates with internal departments including Sales, Operations, Arbitration, Accounting, and Title to resolve customer issues.
Handles customer concerns and complaints professionally, working toward fair and timely resolution.
Tracks and follows up on open customer requests to ensure timely resolution.
Escalates complex or sensitive issues to management when appropriate.
Identifies trends in customer feedback and communicates insights to leadership.
Accurately documents customer interactions, issues, and resolutions in CRM or auction systems.
Maintains up-to-date customer records and communication logs.
Assists with preparing reports related to customer activity, service issues, and satisfaction metrics.
Performs other duties as assigned.

Requirements

Required Skills/Abilities:

Ability to deliver professional, courteous, and solution-oriented customer service.
Strong verbal and written communication skills
Strong problem-solving skills with the ability to evaluate situations, identify root causes, and recommend effective solutions.
Comfortable managing multiple customer requests simultaneously while meeting deadlines.
Excellent organizational and follow-up skills.
Strong attention to detail to ensure accurate documentation and communication.
Proficiency with CRM platforms, auction management systems, and Microsoft Office applications.
Self-motivated with a strong sense of accountability and follow-through.
Ability to travel through out the central Ohio territory.

Education and Experience:

High school diploma or equivalent required. Associates degree in management or related field.
Previous experience in customer service, account management, or client support preferred.
Experience working with B2B customers is a plus.

Physical Requirements:

Office-based role with frequent interaction with customers and internal teams.
Requires prolonged periods of computer and phone use.
Occasional lifting of files or materials up to 25 pounds.

Reasonable accommodations may be made to enable persons with physical disabilities to perform the job.

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