Issue Resolution Specialist

Description

Purple Wave seeks an Issue Resolution Specialist to solve complex problems while ensuring exceptional customer service. The ideal candidate will have strong analytical skills, attention to detail, and experience in customer support. You'll collaborate with team members to implement solutions, maintain high service standards, and contribute to process improvements. If you're a problem-solver who's passionate about customer service and thrives in a fast-paced environment, join our growing organization.

The Issue Resolution Specialist plays a critical role in ensuring effective and timely resolution of condition issues on sold equipment. This role involves overseeing the process of identifying, analyzing, and resolving issues that may arise with the condition of equipment sold by Purple Wave, Inc. The Issue Resolution Specialist is responsible for implementing efficient systems and strategies to address and mitigate these condition issues, fostering collaboration, and maintaining a positive working environment.

Responsibilities:

Issue Resolution:

Timely address customer complaints and negotiate resolutions related to post auction condition issues.

Develop and implement effective strategies for the resolution of condition issues and improvement of equipment listing quality.

Maintain records of all identified condition issues, resolutions, and any preventive measures taken.

Provide training and support to customer facing teams on effective resolution techniques for condition issues on sold equipment.

Collaboration and Communication:

Facilitate communication between departments to ensure a clear understanding of condition issues with sold equipment.

Work closely with sales and operations teams to gather relevant information and insights.

Collaborate with operations departments to improve the quality of auction listings based on themes of auction issues.

Customer Satisfaction:

Create and manage key performance indicators (KPIs) measuring the effectiveness of condition issue resolution processes.

Monitor the impact of condition issues on customers or clients.

Implement measures to enhance customer satisfaction through effective resolution of condition issues on sold equipment.

Undertake additional assigned duties as requested. Supervisory Responsibilities:

None Qualifications:

High School Degree or GED, with some college education preferred.

At least one year of experience in a professional office environment.

Proven ability to work independently and prioritize tasks effectively on demand.

Demonstrated honesty in all interactions, maintaining integrity in resolving customer complaints.

Confidence in decision-making and problem-solving, ensuring resolutions are effective and satisfactory.

Knowledge of fleet, agricultural and construction equipment.

Efficient data entry and computer skills.

Bilingual candidates who can speak, write and understand Spanish are encouraged to apply.

Applicants must be either a U.S. Citizen or eligible to work in the U.S.

Requires the ability to satisfactorily complete a background check. Working Settings:

Full-time Hourly, Non-Exempt, eligible for overtime.

Office hours are 8am-5pm, Monday through Friday, additional hours may be required depending on priorities.

Based in the Purple Wave headquarters in Manhattan, KS

Prolonged periods sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at times.

Must be able to access various departments of a given location. Compensation:

Hourly rate varies based on experience and qualifications, but typically ranges from $19.00 per hour to $21.00 per hour and is paid bi-weekly.

Monthly Bonus Program - determined by the Company's monthly revenue result and are paid on a "percent to plan" payout formula (90% = $300, 100% = $600, 110% = $900, 120% = $1,200).

Monthly phone stipend in accordance with the Company's cell phone policy, currently $120/month.

Health, Dental, and Vision starting the first of the month after 60 days of employment.

401(k) plan with an employer match up to 4% starting the first day of employment.

Company-paid Life Insurance benefit of $25,000 with options to add more through employee contribution starting the first of the month after 60 days of employment.

Personal Time Off (PTO) annual amount of 120 hours which is prorated based on the number of days between the 60th day of employment and the end of the calendar year. May vary to comply with state requirements.

Eligible to participate in the Company Employee Stock Purchase Program (ESPP) after 90 days of employment, with enrollment opportunities each May and November.