Arbitration Administrator

ACV Auctions - Buffalo, NY

Full-time

Buffalo, NY

Motor Vehicle and Parts Dealers

About the position

The Arbitration Administrator will report to the Arbitration Manager, with a primary responsibility to resolve differences between the buyer and seller arising from representations the sellers make on an auction. The Arbitration Administrator will research all issues and recommend final decisions regarding all post auction issues that arise. The Arbitration Administrator will also perform all duties assigned by the Arbitration Manager. The Arbitration Administrator must also know, practice and ensure that company policies and procedures in addition to state and federal laws are followed at all times by persons under their jurisdiction.

Responsibilities

• Ensure customers receive prompt, efficient and courteous attention for all contacts and transactions
• Be thoroughly familiar with procedures for handling all aspects of customer service and arbitration
• Resolve any customer complaints in a friendly, courteous manner. Advise management of all serious complaints.
• Resolve arbitration differences in a polite and distinct manner, making sure that each customer is aware of sale regulations.
• Research and recommend options and resolutions to the Arbitration Manager regarding all post auction issues (ex: mechanical repair, transportation costs, etc.)
• Communicates final decisions to both buyer and seller and coordinates the post-auction process (ex. unwinding deals, price negotiation, transportation returns, etc.)
• Coordinates and facilitates all logistics for 3rd part inspections of vehicles and performs proper record keeping
• May perform accounts receivable duties
• Understand and enforce the ACV Arbitration policies and procedures
• Practice and promote teamwork at all times. Set a good personal example of attitude and performance
• Ensure proper follow-through on all directives, bulletins, schedules, and accounting from the Arbitration Manager or designated manager.
• Maintain a good flow of communications with entire team including all management.
• Recommend new customer services and procedures to the Arbitration Manager.
• Other duties as assigned

Requirements

• Minimum - High School or GED
• Preferred - 4 Year / Bachelors Degree
• 3 years Customer service and/or claims roles
• Experience with Salesforce or other CRM strongly preferred.
• A minimum of 1 year of mechanical experience preferred.
• Automotive auction experience strongly preferred.
• Ability to be self-motivated and able to work independently.
• Adapt quickly to shifting priorities and assists others in doing so.

Benefits

• Multiple medical plans including a high deductible, low cost health plan
• Company-sponsored (paid) Short-Term Disability, Long-Term Disability, and Life Insurance
• Comprehensive optional benefits such as Dental, Vision, Supplemental Life/AD&D, Legal/ID Protection, and Accident and Critical Illness Insurance
• Generous paid time off options, including vacation time, sick days, Company holidays, floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other forms of paid leave as required by applicable law or regulation
• Employee Stock Purchase Program with additional opportunities to earn stock in the Company
• Retirement planning through the Company's 401(k)