Arbitration Specialist

OPENLANE; Richmond; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company in the automotive sector is seeking an Arbitration Specialist in Vancouver. This role involves managing customer claims, ensuring timely resolutions between buyers and sellers, and overseeing vehicle inspections. The ideal candidate will have strong automotive knowledge, excellent communication skills, and experience in dispute resolution.

Qualifications

• 1-3 years of automotive, mechanical, or body shop experience.
• Bilingual in English and French is an asset.
• Knowledge of automobile brands and mechanics.

Responsibilities

• Manage customer claims and complaints related to vehicle sales.
• Negotiate repairs and price adjustments to resolve issues.
• Document claims and maintain communication with customers.

Skills

Customer service

Dispute resolution

Communication

Organizational skills

Education

High School Diploma or equivalent

Bachelor's degree

Tools

Microsoft Office

Job description

Job Title: Arbitration Specialist (Vancouver)

Reporting to the Arbitration Team Lead (or Hub Manager where applicable), the Arbitration Specialist will be responsible for managing all aspects of resolving customer claims and complaints related to vehicles sold through the TradeRev and ADESA systems. The role involves timely arbitration between buyers and sellers to reach successful resolutions based on auction arbitration policies. Additionally, the specialist will oversee the post-sale inspection process.

Responsibilities & Duties:

1. Document customer claims and complaints accurately.
2. Arrange vehicle inspections and diagnoses based on complaints; obtain second opinions when necessary.
3. Gather relevant information to facilitate negotiations and resolutions between buyers and sellers.
4. Maintain communication with customers regarding arbitration status and timelines.
5. Understand and explain auction arbitration policies and processes to customers.
6. Negotiate repairs and/or price adjustments to resolve issues, aiming to keep sales intact and avoid cancellations.
7. Be knowledgeable about relevant legislation concerning the sale of goods and motor vehicle acts across provinces.
8. Address issues related to vehicle registration, liens, and odometer disputes.
9. Keep accurate records of claims, complaints, and resolutions.
10. Stay informed about industry arbitration policies, including those of competitors and NAAA.
11. Collaborate with the sales team to ensure seamless communication and customer service.
12. Perform additional duties as assigned by management.

Qualifications & Education:

• High School Diploma or equivalent required; Bachelor's degree preferred.
• 1-3 years of automotive, mechanical, or body shop experience; dispute resolution and auto auction experience are assets.
• Knowledge of automobile brands, equipment, mechanics, and structure.
• Excellent customer service and dispute resolution skills.
• Strong verbal and written communication skills.
• Bilingual in English and French is an asset.
• Proficient in report writing and composition.
• Experience with Microsoft Office (Excel, Word, Outlook).
• Strong organizational and management skills.
• Knowledge of health and safety practices and policies.

Sound like a match? Apply now — we look forward to hearing from you!