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Case Specialist

Houston, TX

Posted: 03/19/2024 Job Number: 21501291

Job Description

Role: Case Specialist
Duration: 12 + month contract
Location: Houston, TX (Hybrid)

This position facilitates the resolution of customer complaints after a sale and is responsible for the timely and successful arbitration of vehicles between buyer and seller in accordance with Auction policies
Job Responsibilities:
  • Assure that VIN number, paperwork, and other vehicle identification is prepared and verified.
  • Meet with customer and record complaint information.
  • Perform data entry responsibilities for the department. Enter the arbitration into the AS400.
  • Perform PSI calls and arbitration calls.
  • Advise customer of Auction complaint policy and notify manager and/or Arbitrator.
  • Organize complaints by a numbering system and write detailed complaint summary so that customer service personnel and mechanics understand the issue.
  • Track sale day staffing.
  • Coordinate internal and external lot communications.
  • Investigate issues to determine if item is subject to arbitration.
  • Comply with National Auto Auction Association (NAAA) guidelines.
  • Visibly demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such. Actively participate in support of all safety activities aligned with Safety Excellence.
  • Perform other duties as assigned by management.
  • May be required to work overtime (more than 40 hours per week) as business needs dictate.

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