Arbitration Admin

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Description

Job Summary: Reporting to the General Manager or designated manager, resolve differences between the buyer and the 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. Perform all duties assigned by the General Manager or designated manager. Must know, practice, and ensure that company policy, procedures and applicable federal laws are followed at all times.

Responsibilities and Duties include but are not limited to the following:

Provide excellent customer service:

• Make sure customers receive prompt, efficient and courteous attention for all contacts and transactions
• Maintain a professional appearance, orderly work environment and friendly disposition by greeting others
• 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 incidents
• 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

Enforce and communicate arbitration policy and procedure:

• Maintain a good flow of communication with management and office personnel
• 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
• May perform some accounts receivable duties

Other responsibilities:

• Practice proper loss prevention and reaction procedures in accordance with policy
• Maintain work area and conditions to ensure safe environments 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
• Practice and always promote teamwork. Set a good personal example of attitude and performance
• Practice and promote company Core Values

Physical Requirements and Working Conditions: The physical activity requirements of the position are from Medium to Heavy Physical Work

• Constant – standing, watching, touching, and fingering, listening, walking, reaching, grasping, talking, kneeling, stooping, crouching
• Frequent – sitting, felling, pushing, pulling, lifting
• Occasional – climbing, balancing, crawling
• Potential – running, jumping, yelling, or other rapid or forceful movement in emergency situations

This position is subject to both inside and outside environmental working conditions, including temperature changes, outside weather conditions, slightly elevated ambient noise levels, minor potential physical hazards, such as electrical and mechanical equipment and cleaning and pesticide chemicals and minor atmospheric conditions affecting skin or respiratory systems, such as fumes, odors and dusts associated with internal and external service station/convenience food and petroleum dispensing operations.

Note: This job description in no way states or implies that these are the only duties or incumbents in this position. Employee(s) will be required to follow any other job-related instruction or duties requested by an authorized person. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.