Arbitration Team Supervisor
2 weeks ago
About the Role:
OPENLANE is seeking an experienced Arbitration Team Supervisor to lead our team and assist in daily operations. The ideal candidate will have a strong background in customer service, conflict resolution, and automotive experience.
Key Responsibilities:
- Lead a team of arbitration specialists and assist in prioritization
- Maintain excellent customer service and strong telephone support
- Motivate team members to accomplish goals and organize daily workloads
- Conduct weekly 1 on 1's and weekly production reporting to leadership
- Daily production planning with team lead and daily production tracking
- Monitor cycle times and address concerns as necessary
- Identify strengths and career advancement opportunities for team members
- Provide guidance and coaching for employee improvement and performance growth
- Perform quarterly employee reviews and maintain PTO calendars
- Host daily case meetings and CSAT reviews when senior leaders are unavailable
- Effective delegation of work and problem-solving
- Communicate goals and hold team accountable, leading by example and resolving conflicts
- Clarify the urgency and importance of different types of work and identify production areas of concern to leadership
- Understand and enforce OPENLANE's arbitration policies and procedures
- Train, develop, and supervise new hires and current staff
- Perform customer arbitration transactions in a prompt and courteous manner
- Resolve customer complaints in a friendly and courteous manner
- Resolve arbitration differences in a polite and distinct manner, ensuring each customer is aware of sale regulations
- Communicate final decisions to the customer and coordinate the post-sale process
- Make and approve financially impactful decisions
About the Team:
Our team is dedicated to providing exceptional customer service and resolving disputes in a fair and efficient manner. We are looking for a team player with excellent communication and customer service skills, industry experience, and the ability to work in a team environment.
About OPENLANE:
OPENLANE is a technology company building the world's most advanced digital marketplace for used vehicles. We are a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use. We are an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.
What We Offer:
- Competitive pay and benefits package
- Medical, dental, and vision benefits
- RRSP (Canada) with company match
- Paid Vacation, Personal, and Sick Time
- Robust Employee Assistance Program
- Employer-paid Leap into Service Day to volunteer
- Tuition Reimbursement for eligible programs
- Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
- Company culture of internal promotions, diverse career paths, and meaningful advancement
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