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Sales Resolution Agent

1 month ago

Vancouver, Canada EBlock Corp. Full time

Overview:
E INC is the parent company of EBlock and EDealer, unifying our approach to products, services, and strategies under one Vision and one Mission: to create the best digital auction and retailing platform in the world by connecting the automotive wholesale and retail experiences. Our brands and their technologies make it easy for a vehicle to move between buyers and sellers throughout its entire ownership lifecycle. Learn more

As the Sales Resolution Agent, you will facilitate the resolution of customer complaints for our west coast customers (includes all vehicles and online transactions) after a sale and will be responsible for the timely and successful arbitration of vehicles between buyer and seller in accordance with auction and NAAA policies.

You will need to work Pacific Standard Time hours in support of our Canadian Customers.

**Responsibilities**:
What You Will Do
- Review customer claims to verify that they meet Arbitration policies and any account-specific guidelines; make/advise on financial decisions regarding arbitrations.
- Review customer complaints and evaluate vehicles to determine extent of repairs, if any, and authorize second opinion, if necessary
- Advise customers of Auction policy and the complaint and arbitration process and facilitate the resolution/negotiation between the two parties.
- Mediate dispute and negotiate repair and/or pricing of disputed vehicles in order to arrive at a mutually acceptable solution and in an effort to keep vehicles sold.
- Have awareness of and resolve after-sale problems, such as issues with branded title, broken Odometer, frame damage, etc.
- Monitor and maintain accurate files for each arbitration case confidentiality, and interact with Auction sales lots personnel regarding information on vehicle, etc.
- Distribute reports and keep all parties informed of general business operations.
- Inform buyers and sellers on the process, cost, and timing for completion of all claims.

Qualifications:
What You Will Need
- High School diploma, G.E.D. or equivalent
- Effective leadership skills, with a strong focus on operations and business processes.
- Experience in the car auction/auto industry business an asset
- Mechanical knowledge an asset
- Strong customer service skills and telephone manner
- Excellent communication skills both verbal and written, bilingual is a plus
- Ability to work with a high sense of urgency in a dynamic, fast-paced environment
- Organized with the ability to work to tight deadlines and under pressure
- Excellent administration skills
- Flexible and able to adapt to change quickly
- Able to follow instructions and work using your own initiative

E INC is a growing company that is continuing to evaluate our ongoing commitment and investment in our team members with:

- Competitive pay
- Medical, Dental & Vision
- 401k/RSP with Match
- Company paid Group Life/AD&D insurance
- Paid time off
- Flexible working environment
- Continuous Learning
- And an amazing culture to top it all off

At E INC, in the spirit of pay transparency, we are excited to share our base pay as it is one part of our total compensation package and is determined within a range. The base pay range for this full-time position is $45,000 - $55,000 CAD, and this role may be eligible for discretionary bonuses or commission payments. Your base pay will depend on your skills, qualifications, experience, and location. In addition, our ranges are determined by role, level, and location.

E INC is an equal opportunity employer and affirmatively seeks diversity in its workforce. E INC recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sex, sexual orientation, gender identity, gender expression, age disability, genetic information, ethnic or national origin, marital status, veteran status, or any other protected by law. EOE Minorities/Females/Protected Veterans/Disabled