Job Abstract

Review customer complaints and mechanic reports about vehicle condition. Inspect the vehicle to determine the extent of repairs, if any, and authorize a second opinion, if necessary. Advise customers of the Auction policy and the complaint and arbitration process and facilitate the resolution/negotiation between the two parties. Mediate disputes and negotiate repair and/or pricing of disputed vehicles to arrive at a mutually acceptable solution and to keep vehicles sold. Have awareness of and re... more details

Company

Cox Automotive - USA

Vehicle Operations

Arbitrator I

Individual ContributorNo remote option; must work at a specified Cox location

No

Day

Compensation

Hourly base pay rate is $15.87 - $23.80/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

• This position facilitates the resolution of customer complaints (including all vehicles and online transactions) after a sale and is responsible for the timely and successful arbitration of vehicles between buyer and seller in accordance with auction and NAAA policies.  This position also requires organization and management of sale-day activities including post-sale inspections and sale day arbitrations.

  Job Responsibilities:

• Review customer complaints and mechanic reports about vehicle condition.
• Inspect the vehicle to determine the extent of repairs, if any, and authorize a second opinion, if necessary.
• Advise customers of the Auction policy and the complaint and arbitration process and facilitate the resolution/negotiation between the two parties.
• Mediate disputes and negotiate repair and/or pricing of disputed vehicles to arrive at a mutually acceptable solution and to keep vehicles sold.
• Have awareness of and resolve after-sale problems, such as issues with the 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 to 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.

MSCOX

To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.