Arbitration Specialist, Calgary (Hybrid) – Openlane

Title of the Job: Arbitration Specialist, Calgary (Hybrid)

Location: Calgary, AB – Airdrie, AB

Job Description: At OPENLANE we make wholesale easy so our customers can be more successful.We’re a technology company building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles.We’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use.And we’re an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.Our Values:Driven Waybuilders. We pursue challenges that inspire us to build, create, and innovate.Relentless Curiosity. We seek to understand and improve our customers’ experience.Smart Risk-Taking. We transform risk into progress through data, experience, and intuition.Fearless Ownership. We deliver what we promise and learn along the way.Position OverviewReporting to the Arbitration Team Lead, (or Hub Manager where applicable), the Arbitration Specialist will be responsible for all aspects of the resolution of customer claims & complaints with regards to vehicles sold through the TradeRev and ADESA system. The position requires the management of timely arbitration between buyers and sellers with the goal of reaching a successful resolution based on auction arbitration policies. In addition, the Arbitration Specialist will manage the post-sale inspection process.Responsibilities & Duties:Accurately document customer claims & complaintsArrange vehicle inspections and diagnosis based on complaints and obtain second opinions where necessaryGather all relevant information necessary to facilitate a negotiation and resolution between buyer and sellerMaintain communication with customers regarding arbitration status and timingPossess an intimate knowledge of auction arbitration policies and can advise customer of these policies and of the arbitration processArrive at mutually acceptable resolutions through negotiation of repairs and/or price adjustments in order to keep vehicles sold and avoid sale cancellationsBe aware of relevant legislation as it relates to the sale of goods and the motor vehicle dealers acts of various provincesAbility to understand and resolve issues with regards to vehicle registration, liens and odometer disputesMaintain accurate and complete files on all customer claims, complaints and resolution detailsBe aware of industry trends with regards to arbitration policy including an awareness of competitor policy, NAAA policy and changes to these policiesWork closely with the sales team to ensure continuity of communication and customer servicePerform other duties as assigned by managementQualifications & Education Requirements:High School Diploma or equivalent required; Bachelor’s degree preferredPreferably 1-3 years of automotive, mechanical or body shop experience; dispute resolution and auto auction experience is an assetExperience with automobile brands, equipment, mechanics and structureMust have a superior customer service and dispute resolution orientationStrong verbal and written communication skill requiredBilingualism (English & French) would be considered an assetEffective report writing and composition skills requiredExperience and working knowledge of Microsoft Office applications including Excel, Word and OutlookStrong management and organization skillsKnowledge of health and safety practices and policiesWe thank all applicants for their interest. Only candidates selected for an interview will be considered.

Company Name: Openlane

Salary:

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