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Arbitration Resolution Specialist

2 months ago

Richmond, British Columbia, Canada OPENLANE Full time

About the Role:

At OPENLANE, we're seeking a skilled Arbitration Specialist to join our team. As an Arbitration Specialist, you will play a critical role in resolving disputes between buyers and sellers in a fair and efficient manner.

Key Responsibilities:

  • Accurately document customer claims and complaints
  • Work closely with internal teams to ensure continuity of communication and customer service
  • Maintain communication with customers regarding arbitration status and timing
  • Arrange vehicle inspections and diagnoses based on complaints and obtain second opinions where necessary
  • Gather all relevant information necessary to facilitate a negotiation and resolution between buyer and seller
  • Retain and communicate arbitration policies and advise customers of these policies and the arbitration process
  • Be aware of relevant legislation as it relates to the sale of goods and the motor vehicle dealer's acts of various provinces
  • Maintain accurate and complete files on all customer claims, complaints, and resolution details
  • Work closely with the Arbitration Specialist and sales team to ensure continuity of communication and customer service
  • Perform other duties as assigned by management

Requirements:

  • High School Diploma or equivalent required; Bachelor's degree preferred
  • Experience with dispute resolution or automotive, mechanical, or body shop; auto auction experience preferred
  • Experience with automobile brands, equipment, mechanics, and structure preferred
  • Superior dispute resolution orientation
  • Strong verbal and written communication skills
  • Effective report writing and composition skills
  • Experience and working knowledge of Google applications including Sheets, Docs, and Gmail
  • Strong management and organization skills
  • Knowledge of health and safety practices and policies
  • The ability to speak French fluently is an asset, but not a requirement, for this position