Automotive Dispute Resolution Expert

Company Overview

At OPENLANE, we make wholesale easy for our customers to achieve success. Our digital marketplace for used vehicles is built on innovative technology and uncomplicated processes.

• We're a company that utilizes technology to simplify the wholesale process.
• We help customers buy and sell smarter with clear insights they can understand.
• We drive innovation in wholesale remarketing through curiosity and collaboration.

Salary Range

The estimated salary for this position is $60,000 - $80,000 per year, depending on location and experience.

Job Description

The Arbitration Specialist will be responsible for resolving customer claims & complaints related to vehicles sold through TradeRev and ADESA. This involves managing timely arbitration between buyers and sellers, based on auction arbitration policies. Additionally, the specialist will oversee the post-sale inspection process.

Key Responsibilities:

• Documenting customer claims & complaints accurately
• Coordinating vehicle inspections and diagnosis
• Gathering relevant information for negotiation and resolution
• Maintaining communication with customers regarding arbitration status and timing
• Familiarity with auction arbitration policies and ability to advise customers
• Negotiating mutually acceptable resolutions through repairs or price adjustments
• Awareness of relevant legislation and motor vehicle dealers acts
• Resolving issues with vehicle registration, liens, and odometer disputes
• Maintaining accurate files on customer claims, complaints, and resolutions
• Awareness of industry trends and arbitration policy changes
• Collaborating with the sales team for continuity of communication and customer service

Qualifications & Education Requirements

This role requires a High School Diploma or equivalent, preferably with a Bachelor's degree. 1-3 years of automotive, mechanical, or body shop experience, along with dispute resolution and auto auction experience, are assets. Strong customer service and dispute resolution orientation, verbal and written communication skills, and bilingualism (English & French) are required. Experience with Microsoft Office applications and knowledge of health and safety practices are also essential.