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 next steps in the post-auction process. The administrator follows company policies and procedures and applicable state and federal laws, and ensures that people under their jurisdiction do the same. The role provides prompt, efficient, and courteous customer service; handles complaints and arbitration matters; coordinates third-party vehicle inspections and related logistics; and maintains appropriate records. It may also include accounts receivable duties and other tasks assigned by the Arbitration Manager.

Requirements

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

Nice To Haves

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

Responsibilities

Provide prompt, efficient, and courteous attention to customers across contacts and transactions.
Learn and follow procedures for customer service and arbitration.
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, negotiating prices, and arranging 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.
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 effective communication with the team and management.
Recommend customer service and procedure improvements 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 people under the role's jurisdiction.