Arbitration Support Specialist

Job Description: • 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. Benefits: • 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