Arbitration Admin

ACV • Buffalo, NY

4d

About The Position

The Arbitration Administrator resolves differences between buyers and sellers arising from seller representations made at auction. The role researches post-auction issues and recommends final decisions to the Arbitration Manager, then communicates decisions to both parties and coordinates the resulting processes. The administrator also provides courteous customer service, applies ACV arbitration policies and procedures, supports inspection logistics and record keeping, and may perform accounts receivable duties. The role is expected to follow company policies and applicable state and federal laws, maintain communication with the team and management, and perform other duties as assigned.

Requirements

• High school diploma or GED.
• Three years of experience in customer service and/or claims roles.
• Ability to work independently and stay self-motivated.
• Ability to adapt quickly to changing priorities and help others adapt.

Nice To Haves

• Four-year or bachelor's degree.
• Experience with Salesforce or another CRM.
• At least one year of mechanical experience.
• Automotive auction experience.

Responsibilities

• Provide prompt, efficient, and courteous attention to customer contacts and transactions.
• Handle customer service and arbitration matters in accordance with established procedures.
• Resolve customer complaints courteously and advise management of serious complaints.
• Resolve arbitration differences politely and clearly, ensuring customers understand sale regulations.
• Research post-auction issues and recommend options and resolutions to the Arbitration Manager, including matters such as mechanical repairs and transportation costs.
• Communicate final decisions to buyers and sellers and coordinate post-auction processes, such as unwinding deals, price negotiations, and transportation returns.
• Coordinate logistics for third-party vehicle inspections and maintain proper records.
• Perform accounts receivable duties when needed.
• Understand and enforce ACV Arbitration policies and procedures.
• Promote teamwork and set a positive example through attitude and performance.
• Follow directives, bulletins, schedules, and accounting instructions from the Arbitration Manager or designated manager.
• Maintain effective communication with the team and management.
• Recommend customer service and procedural improvements to the Arbitration Manager.
• Follow company policies and procedures and applicable state and federal laws.
• Perform other duties as assigned.

Benefits

• Multiple medical plans, including a high-deductible, low-cost health plan.
• Company-sponsored short-term disability, long-term disability, and life insurance.
• Optional dental, vision, supplemental life and AD&D, legal/ID protection, accident, and critical illness insurance.
• Paid time off, including up to 15 vacation days per year, paid sick days, six company holidays, two floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other legally required paid leave.
• Employee Stock Purchase Program and additional opportunities to earn company stock.
• Company 401(k) retirement plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED