Arbitration Service Desk Coordinator
3 weeks ago
About the Role:
At OPENLANE, we are seeking a highly organized and detail-oriented individual to join our team as an Arbitration Service Desk Agent. This role is responsible for managing and coordinating the inspection and diagnostic processes for vehicles involved in arbitration cases.
Key Responsibilities:
- Initial Assessment and Task Creation: Review and assess Service Desk tasks assigned to the queue, create inspection request tasks within the GDC system, and update task fields with relevant information.
- Inspection Coordination: Determine the appropriate inspection type, coordinate with mobile mechanics, VLCs, or OEMs to schedule and facilitate inspections, and follow up regularly to ensure inspections are conducted on time.
- Transport Coordination: Arrange transportation for vehicles as needed, coordinate with transport providers, and update transport-related fields in GDC tasks.
- Requesting Diagnostics and Estimates: Contact VLCs or OEMs to request diagnostics and estimates, ensure follow-ups are conducted every 48 hours, and update task statuses to reflect progress.
- Review and Reporting: Review completed diagnostics and estimates, update GDC case evidence and task status, and communicate findings and decisions to all involved parties.
- Communication and Documentation: Maintain clear and accurate records of all communications and tasks, provide regular updates to the arbitrator and other internal stakeholders, and use templates and SOPs to ensure consistency in communication and documentation.
Requirements:
- Education: High school diploma or equivalent; relevant certifications or additional education in automotive or logistics management is a plus.
- Experience: Previous experience as a service advisor, customer service, or automotive environment preferred.
- Skills: Strong communication skills, both written and verbal, excellent organizational and multitasking abilities, proficiency in using task management systems, and ability to work independently and as part of a team.
- Attributes: Detail-oriented with strong problem-solving skills, ability to handle multiple tasks and prioritize effectively, and customer-focused with a professional demeanor.
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