Sales Resolution Agent – Automotive

EBlock Inc.•Vancouver, BC

4d•Onsite

About The Position

This position facilitates the resolution of customer complaints (including all vehicles and online transactions) after a sale and is responsible for the timely and successful arbitration of vehicles between buyers and sellers in accordance with auction and NAAA policies.

Requirements

High School diploma, G.E.D., or equivalent.
Languages required: English.
Strong customer service skills and telephone manner
Excellent communication skills, both verbal and written
Ability to work with a high sense of urgency in a dynamic, fast-paced environment
Organized with the ability to work to tight deadlines and under pressure
Excellent administration skills
Flexible and able to adapt to change quickly
Able to follow instructions and work using your own initiative

Nice To Haves

Experience in the car auction/auto industry business an asset
Mechanical knowledge an asset

Responsibilities

Review customer claims to verify that they meet Arbitration policies and any account-specific guidelines; make/advise on financial decisions regarding arbitrations.
Review customer complaints and evaluate vehicles to determine extent of repairs, if any, and authorize second opinion, if necessary.
Advise customers of Auction policy and the complaint and arbitration process and facilitate the resolution/negotiation between the two parties.
Mediate, dispute, and negotiate repair and/or pricing of disputed vehicles in order to arrive at a mutually-acceptable solution and to keep vehicles sold.
Have awareness of and resolve after-sale problems, such as issues with branded title, broken odometer, frame damage, etc.
Monitor and maintain accurate files for each arbitration case confidentially, and interact with Auction sales lot personnel regarding information on vehicles.
Distribute reports and keep all parties informed of general business operations.
Inform buyers and sellers on the process, cost, and timing for completion of all claims.