Arbitration Admin 11a-8p

ACV • Buffalo, NY

1d

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 related process. The administrator also ensures customers receive prompt, courteous service; applies ACV arbitration policies and procedures; supports vehicle inspections and related record keeping; and may perform accounts receivable duties. The position requires compliance with company policies and procedures and applicable state and federal laws.

Requirements

• High school diploma or GED.
• Three years of customer service and/or claims experience.
• Ability to work independently and remain self-motivated.
• Ability to adapt to shifting priorities and assist others in adapting.

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 customers in all 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, 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 negotiations, and transportation returns.
• Coordinate and facilitate logistics for third-party vehicle inspections and maintain appropriate records.
• May perform accounts receivable duties.
• Understand and enforce ACV Arbitration policies and procedures.
• Promote teamwork and set a positive example in attitude and performance.
• Follow through on directives, bulletins, schedules, and accounting from the Arbitration Manager or designated manager.
• Maintain effective communications with the team and management.
• Recommend new customer services and procedures to the Arbitration Manager.
• Ensure company policies and procedures and applicable state and federal laws are followed by persons under the role’s jurisdiction.
• Perform other duties as assigned.

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/identity 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.
• 401(k) retirement plan.

What This Job Offers

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