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18 | P a g e33 Inverness Center Parkway | Birmingham, AL 35242 <br />Tel: (856) 764-7163 <br />www.jjkane.com <br />JJ Kane Auctions Response to City of Everett <br />RFP #2024-007 – Vehicle and Equipment Auction Services <br />Transportation: Our dedicated team of logistical professionals will quote with an extensive <br />transportation vendor network and competitively bid all transport to provide the best rates to <br />our sellers. An example of a local towing company used in the area is Big Boy Towing. <br />K. How will we benefit from your approach? <br />JJ Kane Auctions, along with our parent company Altec, embody the “Customer First” value. We <br />aim to connect sellers and buyers world-wide by providing full turn-key solutions for consigners <br />to retire assets with minimal effort and maximum net returns. We take pride in obtaining the <br />highest possible returns on your investments all while keeping the process simple by managing <br />and handling every aspect of the auction through the entire process. <br />As mentioned previously, JJ Kane is specifically tailored to support the fleet disposal needs of <br />the largest fleets nationwide. Because of our relationship to Altec, we have a vast nationwide <br />buyer base for government, utility, and construction fleet equipment. As auction experts, we <br />will assist in recommending auction dates to maximize JJ Kane’s robust marketing capability <br />and to provide the highest possible return value to the seller. <br />3. Communication and Customer Service <br />A. Describe how your company project manager will inform the City of Everett of any issues <br />related to delivering the services described in this RFP. Include how your project manager will <br />communicate with the City of Everett. <br />Depending on the issue, your project manager, Scott, will notify the City of Everett via email, <br />phone call, or in-person. If the City of Everett ever needs immediate assistance, we have 4 <br />direct support representative (Scott, Nick, Ryan, and Rod) that could meet in-person within the <br />day for any concerns. <br />B. Describe your approach to achieving Customer Satisfaction. What is your company’s policy <br />for responding to upset bidders? <br />JJ Kane will handle buyer concerns. Our Account Managers and Customer Care Team are our <br />first line of contact. They are trained to handle many situations and will escalate issues as <br />needed. For buyer issues, the City will only be pulled in if absolutely needed to answer <br />questions. <br />Our in-person Customer Support Center is staffed Monday – Friday, 4:30 AM to 5:00 PM PST for <br />consultation. All calls and web forms automatically create a helpdesk ticket in our industry <br />leading Zendesk system. This system ensures all customer inquiries are directed to the <br />appropriate support team efficiently. Every Customer Support Representative is an employee of <br />JJ Kane. <br />C. Where is your auction yard located and your customer service hours in Pacific Time? <br />The closest yard to the City of Everett is located at 833 1st Ave. S., Kent, WA 98032. This location <br />is available Monday through Friday from 7:00 AM until 4:00 PM. Potential bidders can view <br />Docusign Envelope ID: 233B69CB-382C-43C4-8A3F-D27ECD09D4CC