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OPENLANE · 1 day ago

Arbitration Support Specialist (Remote)

United States

Full-time

Remote

Entry, Mid Level

$60K/yr - $60K/yr

2+ years exp

OPENLANE is a technology company focused on creating a digital marketplace for used vehicles. They are seeking an Arbitration Support Specialist to review and resolve buyer-seller arbitration cases, utilizing analytical skills and customer service expertise to ensure fair and effective solutions.

AutomotiveE-CommerceElectric VehicleRecreational VehiclesWholesale

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

Qualification

Automotive experienceCRM software proficiencyCustomer service orientationAnalytical skillsProcess improvementGoogle SuiteSlackCommunication skillsTeamwork

Required

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