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Who We Are:
At OPENLANE we make wholesale easy so our customers can be more successful.
We’re a technology company building the world’s most advancedand uncomplicateddigital 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.
What We Offer:
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
Reporting to the Eastern Arbitration Hub Manager, Claim Operations theArbitrationSpecialistapplies principles of procedural fairness in reviewing arbitration cases with the objective of delivering a high level of customer service and maintaining customer loyalty.
The Arbitration Specialist will be responsible for all aspects of the resolution of customer claims and complaints with the goal to reach resolution. The position requires the management of timely arbitration between buyers and sellers with the goal of reaching a successful resolution based on auction arbitration policies.
You will:
Research, evaluate validity, and resolve arbitrations after the sale
Use independent judgment to evaluate damage and repairs needed and reach a mutually acceptable resolutions through negotiation of repairs and/or price adjustmentsin order tokeep vehicles sold and avoid sale cancellations
Ability to explain to customers the subjects of Arbitration specifics, such as mechanical issues, body and paint work, and market conditions
Arrange vehicle inspections and diagnosis based on complaints and obtainsecond opinions where necessary
Gather all relevant information necessary to facilitate a negotiation and resolution between buyer and seller
Maintain communication with customers regarding arbitration status and timing
Possess an intimate knowledge of auction arbitration policies and can advise customer of these policiesand of the arbitration process
Be aware of relevant legislation as it relates to the sale of goods and the motor vehicle dealers acts of various provinces
Ability to understand and resolve issues with regards to vehicle registration, liensand odometer disputes
Maintain accurate and complete files on all customer claims, complaints and resolution details
Be aware of industry trends with regards to arbitration policy including an awareness of competitor policy, NAAA policy and changes to these policies
Work closely with theinternal teams to ensure continuity of communication and customer service
Perform other duties as assigned by management
Must haves:
High School Diploma or equivalent required; Bachelor’s degree preferred
Bilingual in Both English & French (Written & Verbal)
Must have a superior customer service anddispute resolution orientation
Strong verbal and written communication skill required
Effective report writingand composition skills required
Experience and working knowledge of Google Suite
Strong management and organization skills
Nice to haves:
Experience with automobile brands, equipment, mechanics and structure
Preferably 2-3 years of automotive, mechanical or body shop experience; dispute resolution and autoauction experience
Sound like a match Apply Now - We can't wait to hear from you!