Bilingual Automotive Technical Specialist, Claim Resolutions

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OPENLANE

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🚘 Automotive

🏪 Marketplace

🤝 B2B

💰 $10M Venture Round - OPENLANE on 2008-12

Automotive • Marketplace • B2B

OPENLANE is a company that builds and operates digital wholesale marketplaces and end-to-end services for used vehicles. It operates national and regional marketplaces across the US, Canada and Europe, provides technology platforms (auction simulcast, remarketing, inventory/inspection and vehicle data/pricing tools), and offers finance and ancillary services (floorplan/inventory financing, shipping, recovery and title/remarketing services) targeted primarily at dealers, lenders and commercial vehicle customers. The company positions itself as a B2B wholesale automotive marketplace and service provider.

📋 Description

• Verify vehicle condition data from inspection reports, confirming accuracy and identifying potential discrepancies • Investigate and resolve customer arbitration claims as a neutral technical expert • Maintain proactive and clear communication with customers about the technical basis for resolutions • Educate customers and internal teams on vehicle condition, repairs, and reconditioning best practices • Translate customer descriptions into technical assessments covering mechanical, cosmetic, or title-related concerns • Resolve issues involving vehicle registration, liens, and odometer disputes • Use analytics to identify trends and opportunities to improve customer experience and productivity • Mediate disputes and negotiate repairs or pricing to reach mutually agreeable solutions • Collaborate with inspection and quality control teams and manage policy and goodwill loss effectively • Stay current on arbitration policies, best practices, and relevant legislation across Canadian provinces

🎯 Requirements

• Bilingual in English and French • Minimum of 2 years of hands-on experience in the automotive industry, such as Service Technician, Service Advisor, Damage Estimator, or Body Shop • Available to work in the EST Time Zone from 8:30 AM - 5:00 PM • Outstanding customer service orientation and excellent communication abilities • Ability to de-escalate conflict and manage customer expectations • Positive attitude, exceptional follow-up skills, basic computer literacy, and strong commitment to teamwork • Superior conflict resolution, negotiation, and written and verbal communication skills • Proficiency in CRM software for managing customer interactions and maintaining accurate records • Ability to analyze processes and suggest or develop improvements • Experience using Google Suite offerings and Slack

🏖️ Benefits

• 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) • Employer-paid short-term disability, long-term 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