Arbitration Lead - ADESA Auto Auction

About Us
ADESA, a Carvana owned company, currently operating over 50 locations throughout the US. Our Auto Auctions, some up to 200 acres, provide a wide array of vehicle services including repair & reconditioning, auction remarketing, and many of our sites serve as market hub distribution centers. Our inventory comprises hundreds of thousands of vehicles across North America from retail to commercial, OEM & more.
We work in a service industry and embrace a “we” versus “I” culture – help others, and they will help you. Our industry is fun, fast-paced, and competitive – and filled with the best people who are passionate about what they do.
We’re excited about the future! As an industry leader, ADESA is poised for a multi-year expansion including huge investments in facilities, massive sales growth, and an ever-increasing inventory of vehicles! We are looking for great people who want to take this journey with us! Get a sneak peek into life at ADESA!

Role and Team

• Resolve differences between the buyer and seller arising from representations the seller makes on the auction block.  Researches all issues and recommends final decisions regarding all post sale issues that arise.   

Responsibilities

 

• Make sure customers receive prompt, efficient and courteous attention for all contacts and transactions.
• Be familiar with procedures for handling all aspects of customer complaints or disputes. Resolve customer complaints in a friendly, courteous manner. Advise the designated manager of all serious complaints or incidences.
• Resolve arbitration differences in a polite and distinct manner ensuring each customer is aware of sale regulations.
• Recommend new customer services and procedures to the General Manager or designated manager.
• Ensure proper follow-through on all directives, bulletins, schedules and accounting from the General Manager or designated manager or other corporate sources.
• Understand and enforce the auction’s arbitration policies and procedures.
• Perform customer arbitration transactions in a prompt and courteous manner.
• Research and recommend options and resolutions to the General Manager or designated manager regarding all post-sale issues (example: mechanical repairs, transportation costs, etc.).
• Communicate all final decisions to the customer and coordinate the post-sale process.
• Coordinate third-party inspections and perform proper recordkeeping.
• Practice proper loss prevention and reaction procedures in accordance with policy.
• Maintain work area and conditions to ensure safe environment for all employees and customers. Respond to and follow proper company policy procedures involving accidents (customer or employee), injuries, and loss or damage to any property. Report all incidents properly and immediately to designated manager.
• Promptly advise designated manager of all breakdowns and maintenance needs.
• Understand and Interpret NAAA & auction specific arbitration guidelines and explain these rules and guidelines to employees and/or customers. 
• Negotiation and Mediation – ability to negotiate between buyer and seller to keep the sale together.
• Loss Prevention/Risk Mitigation – minimize loss to the auction through research and available resources such as mechanical/body and detail shops.
• Customer Retention – build and maintain customer relationships.  Deliver information in a way the customer understands and accepts.
• Train clerical staff for Arbitration office.
• Understand all auction procedures and roles – build and maintain relationships with every department within the auction and know their role and purpose.  
• General knowledge of vehicles and their components and ability to speak about them confidently. 
• Ability to watch and follow a live auction and review video footage from the sale to determine announcements.
• Professional demeanor to communicate with agitated customers.
• Other duties as assigned

 

 

Qualifications

• Must be at least eighteen (18) years of age.
• Must be qualified to operate a motor vehicle and possess a valid driver’s license.
• Must have a demonstrated ability to read, write, and communicate effectively in English.
• Must have the ability to physically operate vehicle equipment and tools.

 

ADESA Benefits and Perks
Competitive Pay | Quality Benefits | Holiday and Paid Time Off |