Position Summary
The Certified Evaluator delivers a convenient, professional, five-star selling experience for Cheddar guests—from the first inquiry through the completed purchase. This role manages leads and mobile appointments, researches and evaluates merchandise, makes competitive offers within company buying guidelines, and ensures purchases are accurately documented, securely transported, and prepared for resale.
Essential Duties and Responsibilities
Guest Service and Lead Management
- Maintain Cheddar’s 15-minute response SLA during business hours by replying to assigned guest inquiries and leads within 15 minutes.
- Build rapport with guests, clearly explain the evaluation and purchasing process, and provide five-star service throughout every interaction.
- Monitor assigned lead channels, maintain accurate communication notes, and consistently follow up on open quotes and buying opportunities.
- Manage the Cheddar appointment schedule, confirm appointment details, and promptly communicate changes or delays.
Product Evaluation and Purchasing
- Research product values using current market information, comparable sold prices, condition, demand, and expected resale potential.
- Inspect merchandise, evaluate authenticity and condition, and complete testing of all items before finalizing the bill of sale. Escalate uncertain values, authenticity concerns, or testing issues before completing a purchase.
- Explain and negotiate offers professionally within company buying guidelines and approval limits, balancing guest satisfaction with profitability.
- Actively source buying opportunities through approved online marketplaces and follow company procedures when contacting sellers and arranging purchases.
Transaction Documentation and Guest Privacy
- Accurately record brand, model, serial number, condition, detailed product descriptions, guest information, and transaction details in accordance with company procedures and applicable city and state requirements.
- Verify and document the guest’s photo ID and take required photos of the guest with the product.
- Verify that account and activation locks are removed from applicable electronics before purchase. Protect guest information and remove previous owners’ personal data when items become eligible for resale, following company procedures.
- Obtain and submit invoices and supporting documentation for business purchases so purchase orders can be processed accurately and promptly.
Mobile Appointments, Transportation, and Inventory
- Arrive on time at agreed-upon offsite locations, including guests’ homes, prepared with the tools and supplies needed to evaluate and purchase merchandise.
- Follow company safety procedures during mobile appointments and promptly report unsafe conditions or concerns.
- Properly package, secure, load, and prepare purchased items for transportation to the warehouse or designated location.
- Ensure purchases are accurately tracked, labeled, and stored in their assigned locations, and complete eligible transfers to Pawn America daily.
- Keep the Cheddar vehicle clean, stocked, secure, and maintained in accordance with the company vehicle policy; promptly report maintenance needs or damage.
Daily Operations and Team Responsibilities
- Complete accurate end-of-day Cheddar reports and required transaction documentation.
- Maintain clean, organized workspaces, testing areas, and merchandise storage areas.
- Follow applicable safety, health, OSHA, security, and loss prevention requirements; protect company assets and promptly report incidents or discrepancies.
- Follow company policies, procedures, goals, and performance expectations, and participate in required training sessions and company meetings.
- Perform other duties as assigned by management.
