Job Responsibilities:

• Review customer complaints and mechanic reports about vehicle condition.
• Inspect vehicle 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 in an effort to keep vehicles sold.
• Have awareness of and resolve after-sale problems, such as issues with title, mileage, frame damage, etc.
• Monitor and maintain accurate files for each arbitration case, and interact with Auction sales personnel regarding information on vehicle sales, etc.
• Act as a liaison with federal and state authorities regarding odometer rollbacks, salvage vehicles, etc.
• Promote the Auction and its services with customers to gain additional business including, but not limited to, post-sale inspections.
• Review customer claims to verify that they meet Manheim's National Arbitration policies and any account-specific guidelines; make/advise on financial decisions regarding arbitrations.
• Interface with all departments involved in the complaint including the fact finding and investigative phases.
• Screen and input all qualified vehicles for post-sale inspection.
• Inform buyers and sellers on the process, cost, and timing for completion of all PSI or buyer claims.
• Visibly demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such.  Actively participate in support of all safety activities aligned with Safety Excellence.
• Perform other duties as assigned by management.

Qualifications :

• High School Diploma or equivalent required.
• Strong verbal and written communication skills required
• Ability to adapt in a fluid and changing environment.
• Previous experience in problem and conflict resolution
• Strong Organizational and time management skills
• Automotive, mechanical, or body shop experience preferred.
• Effective report writing and composition skills preferred.
• Ability to lift 1-20 pounds.
• Vision abilities required include close, distance and color vision, depth perception and ability to adjust focus.