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BACKLOTCARS Inc Arbitration Support Representative - R-237623 in Kansas City, Missouri

The Arbitration Support Representative applies principles of procedural fairness and independent judgment in reviewing and analyzing arbitration cases between buyer and seller with the objective of delivering a high level of customer service and maintaining customer loyalty. This position researches and verifies information; gathers, evaluates and analyzes data and prepares case resolutions, summaries and/or comments to arbitration cases within a CRM database. Must know, practice, and ensure that company policies, procedures, and applicable state and federal laws are followed at all times.Responsibilities and Duties:Investigates and coordinates the resolution of arbitration claims submitted by customers.Requests and reviews evidence such as pictures, estimates, witness statements, etc. from both parties.Educate and coach customers on best practices for using TradeRevs products and services.Communicates with customers and clients to discuss the validity of the claim and possible options for resolution.Communicates and negotiates arbitration determinations.Ensures payments are processed. Runs reports as needed.Thoroughly document all research and customer interactions in SalesForce (CRM) to ensure product and service reliability.Use analytical and decision-making skills to offer options and resolve problems in a variety of contexts.Continuously engage in self-directed learning opportunities to increase functional product knowledge document known errors, workarounds, procedures, and product-specific information.Maintain proactive communications with customers for incidents or requests. Assure customer acceptance of and quality of resolution.Identify and escalate issues that require advanced product knowledge or technical expertise.Act as a liaison between technical and non-technical users.Tracks and monitors trends of the clients business and recommends actions to improve service.Be aware of industry trends with regards to arbitration policy including an awareness of competitor policy, NAAA policy and changes to these policies. Work closely with the TradeRev sales team to ensure continuity of communication and customer service.Educational Requirements and Qualifications: Bachelors degree in business or finance preferred.Two (2) years of experience in customer service or conflict resolution required with automotive experience preferred.General automotive knowledge required.Strong written and verbal communication skills.Experience with Basic Microsoft applications.#KARJOBSEqual Opportunity Employerminorities/females/veterans/individuals with disabilities/sexual orientation/gender identity