This position facilitates the resolution of customer complaints (includes 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.
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.
High School Diploma or GED; will consider 3+ years of related work experience in lieu of a High School Diploma or GED.
Minimum of 3-5 years of automotive, mechanical or body shop experience with complaint recording and resolution preferred.
ASE certification, estimating preferred.
Valid Driver’s License and safe driving record required.
Strong verbal and written communication and organization skills required.
Effective report writing and composition skills preferred.
Working knowledge of federal and state laws regarding arbitration of vehicles.
Regularly required to stand, walk, reach, talk and hear.
Frequently required to stoop, kneel, crouch, squat, and climb.
Ability to lift 1-20 pounds
Frequent exposure to outdoor weather conditions as well as noise, dust, and fumes.
The posting is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements
About Cox Automotive
Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion. www.coxautoinc.com
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.
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