Arbitration Service Desk Agent
1 month ago
Who We Are:
At OPENLANE, we make wholesale easy so our customers can be more successful. We are a technology company building the world’s most advanced—and uncomplicated—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.
Our Values:
Driven Waybuilders: We pursue challenges that inspire us to build, create, and innovate.
Relentless Curiosity: We seek to understand and improve our customers’ experience.
Smart Risk-Taking: We transform risk into progress through data, experience, and intuition.
Fearless Ownership: We deliver what we promise and learn along the way.
We’re Looking For:
The Service Desk Agent (SDA) is responsible for managing and coordinating the inspection and diagnostic processes for vehicles involved in arbitration cases. This role involves interacting with buyers, sellers, Third party inspectors and internal teams to ensure timely and accurate completion of inspections, diagnostics, and transportation logistics. The SDA will be the key point of contact for all parties involved, ensuring efficient communication and resolution of any issues that arise.
You Are:
Customer-Focused. You prioritize customer satisfaction and seek fair resolutions to disputes.
Detail-Oriented. You ensure all arbitration cases are handled thoroughly and in line with company policies.
Solution-Driven. You work quickly to resolve disputes in a way that benefits both the company and the customer.
Effective Communicator. You can explain complex arbitration outcomes clearly to all stakeholders.
Organized. You are skilled at managing multiple cases and priorities efficiently.
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, including details about the vehicle, inspection requirements, and location.
Update task fields with relevant information regarding the type of inspection, location, and diagnostic needs.
Inspection Coordination:
Determine the appropriate inspection type (Mobile, VLC, OEM) based on vehicle location and requirements.
Coordinate with mobile mechanics, VLCs, or OEMs to schedule and facilitate inspections.
Follow up regularly to ensure inspections are conducted on time.
Transport Coordination:
Arrange transportation for vehicles as needed, coordinating with transport providers or communicating with buyers and sellers about transport arrangements.
Update transport-related fields in GDC tasks, including current location, destination, and ETA.
Monitor transport progress and provide updates to all relevant parties every 48 hours.
Requesting Diagnostics and Estimates:
Contact VLCs or OEMs to request diagnostics and estimates as needed.
Ensure follow-ups are conducted every 48 hours until diagnostics and estimates are completed.
Update task statuses to reflect progress (e.g., Awaiting Inspection, Awaiting Transport).
Review and Reporting:
Review completed diagnostics and estimates to determine next steps.
Update GDC case evidence and task status based on the findings of the inspection.
Communicate findings and decisions to all involved parties, including buyers, sellers, and the arbitrator.
Communication and Documentation:
Maintain clear and accurate records of all communications and tasks.
Provide regular updates to the arbitrator and other internal stakeholders as required.
Use templates and SOPs to ensure consistency in communication and documentation.
Required Qualifications:
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 (e.g., GDC) and standard office software.
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.
Customer-focused with a professional demeanor.
Sound like a match? Apply Now - We can't wait to hear from you
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