Job Title

Who We Are At OPENLANE we make wholesale easy so our customers can be more successful. Were a technology company building the worlds most advancedand uncomplicateddigital marketplace for used vehicles. Were a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use. And were 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 RiskTaking. 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 Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US) Immediately vested 401K (US) or RRSP (Canada) with company match Paid Vacation, Personal, and Sick Time Paid maternity and paternity leave (US) Employerpaid shortterm disability, longterm disability, life insurance, and AD&D (US) Robust Employee Assistance Program Employer paid Leap into Service Day to volunteer Tuition Reimbursement for eligible programs 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 advancement Position Automotive Technical Specialist Claim Resolutions team Role designed for a professional with a strong background in handson automotive diagnostics and customer relations. Act as a bridge between technical vehicle assessment and fair dispute resolution, applying realworld experience to a corporate environment. As a key member of the Arbitration team, investigate and resolve claims grounding decisions in the physical facts of a vehicles condition. Empowered to use diagnostic acumen and service experience to make sound, evidencebased judgments. Minimum 2+ years as an Automotive Technician, Service Advisor, or Damage Appraiser. You Are Technically Proficient technicians eye for detail; analyze inspection reports, photos, and customer descriptions. CustomerFocused skilled communicator translating complex technical issues into clear terms for buyers and sellers. Analytical methodically review complex cases, leveraging technical knowledge and adherence to policy. Fair use sound judgment and info from crossfunctional teams, navigate disputes to present unbiased, technically sound case resolutions. You Will Apply diagnostic acumen to verify vehicle condition data from inspection reports, confirming accuracy and identifying discrepancies. Investigate and resolve customer arbitration claims as a neutral technical expert. Maintain proactive and clear communication with customers, ensuring understanding of the technical basis for resolutions. Educate customers and internal teams on best practices and reasonable expectations regarding vehicle condition, repairs, and reconditioning. Translate customer descriptions into technical assessments, clarifying mechanical, cosmetic, or titlerelated concerns. Understand and resolve issues with vehicle registration, liens, and odometer disputes. Utilize analytics to identify trends and opportunities for enhancing customer experience and productivity. Mediate disputes and negotiate repairs or pricing to reach mutually agreeable solutions, ensuring customer satisfaction and buyer retention. Collaborate with inspection and quality control teams to provide feedback and manage policy and goodwill loss effectively. Stay up to date on evolving arbitration policies and best practices through legislation for various provinces across Canada. Must Haves Minimum 2 years of handson experience in the automotive industry (e.g., Service Technician, Service Advisor, Damage Estimator, Body Shop). Outstanding customer service orientation with excellent communication abilities, capable of deescalating conflict and managing customer expectations. A positive attitude, exceptional followup skills, basic computer literacy, and a strong commitment to teamwork. Superior conflict resolution, negotiation, and communication skills (both written and verbal). Proficiency in utilizing CRM software to effectively manage customer interactions and maintain accurate records. Nice to Haves Ability to analyze a process and suggest/develop improvements. Experience using Google Suite offerings and Slack. Bilingual in English and French This role may involve interacting with customers, leaders, and colleagues in Quebec, other provinces, or internationally, some of whom may not speak French. Where You Work Your work is ideally performed as a hybrid employee near a Vehicle Logistics Center. For exceptional candidates remote may be considered. #J-18808-Ljbffr