Arbitration Specialist (Remote)

About the position At OPENLANE we make wholesale easy so our customers can be more successful. We’re a technology company building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles. We’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use. And we’re 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: We are seeking an Arbitration Specialist with experience in the automotive field and customer service environment. You will be part of the Arbitration Support team responsible for reviewing and resolving buyer-seller arbitration cases. You will be involved in researching and verifying information, analyzing data, and preparing case resolutions within a CRM database. In this role, you will have the opportunity to use your expertise in procedural fairness, independent judgment, and adherence to company policies and applicable laws. The ideal candidate will have 2+ years of experience in arbitration support or a related field. You Are: Customer Focused. You will maintain a fair, consistent, and balanced marketplace for both buyers and sellers on OPENLANE. Analytical. You will review complex arbitration cases and customers to find fair solutions. Informative. You can effectively communicate information to stakeholders, ensuring that everyone is well-informed and equipped with the necessary details.

Responsibilities

• Investigate and resolve customer arbitration claims efficiently and effectively.
• Utilize analytics to identify trends and opportunities for enhancing customer experience and productivity.
• Listen attentively to customer descriptions of issues and clarify mechanical, cosmetic, title, or general concerns.
• Verify vehicle condition data from inspection reports and confirm accuracy.
• Mediate disputes and negotiate repairs or pricing to reach mutually agreeable solutions, ensuring customer satisfaction and buyer retention.
• Educate customers and OPENLANE employees on best practices and reasonable expectations regarding vehicle condition and reconditioning.
• Maintain proactive communication with customers, ensuring acceptance and quality of resolutions
• Collaborate with inspection and quality control teams to provide feedback and manage policy and goodwill loss effectively.

Requirements

• Minimum of 2 years of hands-on experience in the automotive, mechanical, or body shop industry, demonstrating a solid understanding of the field.
• Positive attitude, exceptional follow-up skills, basic computer literacy, and a strong commitment to teamwork are essential requirements for this role.
• Outstanding customer service orientation with excellent communication abilities, ensuring a positive and satisfactory experience for customers.
• Proficiency in utilizing CRM software, leveraging its functionalities to effectively manage customer interactions and maintain accurate records.

Nice-to-haves

• Ability to analyze a process and suggest/develop improvements.
• Experience using Google Suite offerings and Slack.

Benefits

• Competitive pay
• Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
• Immediately vested 401K (US) or RRSP (Canada) with company match
• Paid Vacation, Personal, and Sick Time
• Paid maternity and paternity leave (US)
• Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)
• 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 meaningful advancement

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