Dispute Resolution Specialist

1 week ago

Richmond, British Columbia, Canada OPENLANE Full time

At OPENLANE, we're revolutionizing the wholesale market for used vehicles. Our digital marketplace empowers customers to buy and sell with ease.

About the Role

This is a fantastic opportunity to join our team as an Arbitration Specialist. You'll play a crucial role in resolving customer claims and complaints related to vehicle sales through TradeRev and ADESA. Your primary goal will be to manage timely arbitration between buyers and sellers, ensuring a successful resolution based on auction arbitration policies.

Responsibilities:
  • Accurately document customer claims and complaints.
  • Arrange vehicle inspections and diagnoses based on complaints, obtaining second opinions when necessary.
  • Gather relevant information to facilitate negotiations and resolutions between buyers and sellers.
  • Maintain open communication with customers regarding arbitration status and timing.
  • Possess intimate knowledge of auction arbitration policies and advise customers accordingly.
  • Negotiate mutually acceptable resolutions through repairs and/or price adjustments to prevent sale cancellations.
  • Awareness of relevant legislation, including motor vehicle dealers acts and their implications.
  • Ability to resolve issues related to vehicle registration, liens, and odometer disputes.
  • Maintain accurate and complete files on customer claims, complaints, and resolution details.
  • Awareness of industry trends, competitor policies, NAAA policy, and changes to these policies.
  • Closely collaborate with the sales team to ensure continuity of communication and customer service.
Requirements:
  • High School Diploma or equivalent required; Bachelor's degree preferred.
  • 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.
  • Superior customer service and dispute resolution orientation.
  • Strong verbal and written communication skills.
  • Bilingualism (English & French) would be considered an asset.
  • Effective report writing and composition skills.
  • 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 Offer:
  • A competitive salary of $65,000 - $85,000 per year.
  • Medical, dental, and vision benefits.
  • Immediately vested 401K (US) or RRSP (Canada) with company match.
  • Paid Vacation, Personal, and Sick Time.
  • Employer-paid short-term disability, long-term disability, life insurance, and AD&D.
  • 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 rapid advancement.
Why Join Us?

As a valued member of our team, you'll have the opportunity to work with a dynamic organization that's shaping the future of wholesale remarketing. Our commitment to innovation, customer satisfaction, and employee development makes us an exciting place to grow your career.

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