Arbitration - 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 ensures customers receive prompt, courteous service, follows ACV arbitration policies and procedures and applicable laws, maintains records, and performs other duties assigned by the Arbitration Manager.

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 shifting priorities and help others adapt.

Nice To Haves

• Four-year 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 explain sale regulations to customers.
• Research post-auction issues, such as mechanical repairs and transportation costs, and recommend options and resolutions to the Arbitration Manager.
• Communicate final decisions to buyers and sellers and coordinate post-auction processes, including unwinding deals, price negotiation, and transportation returns.
• Coordinate logistics for third-party vehicle inspections and maintain proper records.
• Perform accounts receivable duties as needed.
• Understand and enforce ACV arbitration policies and procedures.
• Promote teamwork and set a positive example through attitude and performance.
• Follow through on directives, bulletins, schedules, and accounting from the Arbitration Manager or designated manager.
• Maintain communication with the team and management.
• Recommend new customer service practices and procedures to the Arbitration Manager.
• Perform other duties as assigned.
• Ensure that company policies and procedures, as well as state and federal laws, are followed by persons under the role's jurisdiction.

Benefits

• Multiple medical plans, including a high-deductible, low-cost health plan.
• Company-sponsored paid short-term disability, long-term disability, and life insurance.
• Optional dental, vision, supplemental life/AD&D, legal/ID protection, accident, and critical illness insurance.
• Paid sick leave, company holidays, floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other leave as required by law or regulation.
• Employee Stock Purchase Program and additional opportunities to earn company stock.
• Company 401(k) retirement plan.
• Learning and development opportunities.

What This Job Offers

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