Customer Support Representative (Arbitrations Coordinator)

Who We Are:
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.
What We Offer:

• Competitive Pay

• Mandatory Benefits: SSS, PhilHealth, Pag-IBIG

• 13th month pay

• Paid Vacation and Sick Leave

• Birthday Leave

• HMO (available 2 months from start date)

• SSS Maternity and Paternity Leave

Why Join Us?
Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
Company culture of internal promotions, diverse career paths, and meaningful

Job Overview

OPENLANE is looking for an Customer Support Representative for our Arbitration team who will be responsible for all aspects of the resolution of customer claims and complaints with regards to vehicles sold. 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 and Duties

• Accurately document customer claims & complaints

• Gather all relevant information necessary to facilitate a negotiation and resolution between buyer and seller

• Maintain communication with customers regarding arbitration status and timing

• Possess an intimate knowledge of auction arbitration policies and can advise customers of these policies and of the arbitration process

• Coordinate with the arbitration specialist by facilitating communication between parties to support the negotiation of repairs and/or price adjustments, helping to achieve mutually acceptable resolutions and prevent vehicle sale cancellations.

• Be aware of relevant legislation as it relates to the sale of goods and the motor vehicle dealers acts of various provinces

• Ability to understand and resolve issues with regards to vehicle registration, liens and odometer disputes

• Maintain accurate and complete files on all customer claims, complaints and resolution details

• Be aware of industry trends with regards to arbitration policy including an awareness of competitor policy, NAAA policy and changes to these policies

• Work closely with the sales and titles team to ensure continuity of communication and customer service

• Perform other duties as assigned by management

Qualifications & Education Requirements

• High School Diploma or equivalent required; Bachelor's degree preferred

• Preferably 1-3 years of automotive, mechanical or body shop experience; dispute resolution experience is an asset

• Experience with automobile brands, equipment, mechanics and structure preferred

• Must have a superior customer service and dispute resolution orientation

• Strong verbal and written communication skill required

• Effective report writing and composition skills required

• Experience and working knowledge of Microsoft Office applications including Excel, Word and Outlook

• Strong management and organization skills

• Knowledge of health and safety practices and policies Ability to speak French fluently is an asset, but not a requirement, for this position

Sound like a match? Apply Now - We can't wait to hear from you!