Automotive Dispute Resolution Specialist

3 weeks ago

Richmond, British Columbia, Canada OPENLANE Full time
Job Title: Arbitration Specialist

At OPENLANE, we're committed to making wholesale easy for our customers. As an Arbitration Specialist, you'll play a crucial role in resolving customer claims and complaints related to vehicles sold through our TradeRev and ADESA systems.

Key Responsibilities:
  • Accurately document customer claims and complaints
  • Arrange vehicle inspections and diagnosis based on complaints and obtain second opinions when necessary
  • Gather all relevant information to facilitate a negotiation and resolution between buyer and seller
  • Maintain communication with customers regarding arbitration status and timing
  • Possess an intimate knowledge of auction arbitration policies and advise customers on these policies and the arbitration process
  • Arrive at mutually acceptable resolutions through negotiation of repairs and/or price adjustments to keep vehicles sold and avoid sale cancellations
  • Be aware of relevant legislation related to the sale of goods and motor vehicle dealers' acts in various provinces
  • Ability to understand and resolve issues related to vehicle registration, liens, and odometer disputes
  • Maintain accurate and complete files on all customer claims, complaints, and resolution details
  • Be aware of industry trends related to arbitration policy, including competitor policy, NAAA policy, and changes to these policies
  • Work closely with the sales team to ensure continuity of communication and customer service
  • Perform other duties as assigned by management
Qualifications and Education Requirements:
  • High School Diploma or equivalent required; Bachelor's degree preferred
  • Preferably 1-3 years of automotive, mechanical, or body shop experience; dispute resolution and auto auction experience is an asset
  • Experience with automobile brands, equipment, mechanics, and structure
  • Must have a superior customer service and dispute resolution orientation
  • Strong verbal and written communication skills required
  • Bilingualism (English & French) would be considered an asset
  • Effective report writing and composition skills required
  • Experience and working knowledge of Microsoft Office applications, including Excel, Word, and Outlook
  • Strong management and organization skills
  • Knowledge of health and safety practices and policies

We appreciate all applicants for their interest. Only candidates selected for an interview will be considered.

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