Arbitration - Arbitration Admin

ACV•Buffalo, NY

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 buyers and sellers and coordinates the resulting processes. The administrator also ensures that company policies, procedures, and applicable state and federal laws are followed, and performs other duties assigned by the Arbitration Manager.

Requirements

High school diploma or GED (minimum).
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 customer service for all contacts and transactions.
Handle customer service and arbitration matters, resolving complaints courteously and advising 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 and facilitate logistics for third-party vehicle inspections and maintain appropriate records.
Perform accounts receivable duties as needed.
Understand and enforce ACV Arbitration policies and procedures.
Practice and 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 services and procedures to the Arbitration Manager.
Perform other duties as assigned.
Ensure company policies and procedures, as well as applicable state and federal laws, are followed by persons under the role's jurisdiction.