Arbitration Specialist (Remote)

OPENLANE•Indianapolis, IN

1d•Remote

About The Position

OPENLANE is seeking an Arbitration Support Representative with experience in the automotive field and customer service environment. This role is part of the Arbitration Support team responsible for reviewing and resolving buyer-seller arbitration cases. The specialist will be involved in researching and verifying information, analyzing data, and preparing case resolutions within a CRM database. This role offers the opportunity to use expertise in procedural fairness, independent judgment, and adherence to company policies and applicable laws. The ideal candidate will have 2+ years of experience in arbitration support or a related field.

Requirements

Minimum of 2 years of hands-on experience in the automotive, mechanical, or body shop industry, demonstrating a solid understanding of the field.
Positive attitude, exceptional follow-up skills, basic computer literacy, and a strong commitment to teamwork are essential requirements for this role.
Outstanding customer service orientation with excellent communication abilities, ensuring a positive and satisfactory experience for customers.
Proficiency in utilizing CRM software, leveraging its functionalities to effectively manage customer interactions and maintain accurate records.

Nice To Haves

Ability to analyze a process and suggest/develop improvements.
Experience using Google Suite offerings and Slack.

Responsibilities

Investigate and resolve customer arbitration claims efficiently and effectively.
Utilize analytics to identify trends and opportunities for enhancing customer experience and productivity.
Listen attentively to customer descriptions of issues and clarify mechanical, cosmetic, title, or general concerns.
Verify vehicle condition data from inspection reports and confirm accuracy.
Mediate disputes and negotiate repairs or pricing to reach mutually agreeable solutions, ensuring customer satisfaction and buyer retention.
Educate customers and OPENLANE employees on best practices and reasonable expectations regarding vehicle condition and reconditioning.
Maintain proactive communication with customers, ensuring acceptance and quality of resolutions.
Collaborate with inspection and quality control teams to provide feedback and manage policy and goodwill loss effectively.

Benefits

Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
Immediately vested 401K (US) or RRSP (Canada) with company match
Paid Vacation, Personal, and Sick Time
Paid maternity and paternity leave (US)
Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)
Robust Employee Assistance Program
Employer paid Leap into Service Day to volunteer
Tuition Reimbursement for eligible programs
Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
Company culture of internal promotions, diverse career paths, and meaningful advancement