Client Resolution Specialist II

At Cox, we’re forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and we’re looking for people to join our mission to be a force for good in the world. Come build a better future with us across automotive, communications, the environment and more.

We want to do everything we can to keep our employees safe and healthy. Therefore, where permitted by applicable law, you will need to be fully vaccinated against COVID-19 to be considered for this U.S.-based job. Reasonable accommodations for medical and religious objections will of course be considered.

Keep reading to learn more about this opportunity to join the Cox family of businesses.

This position facilitates the resolution of customer complaints (includes all vehicles and online transactions) after a sale and is responsible for the timely and successful arbitration of vehicles between buyer and seller in accordance with auction and NAAA policies.  This position also requires organization and management of sale day activities including post sale inspections and sale day arbitrations.

Key Responsibilities:

•            Interview claimants to obtain information about disputed issues and document detailed complaint summaries in AS400 and/or Sales Force in addition to other forms of communication (e.g., email, etc.), so customer service personnel and mechanics understand the issue.

•            Investigate arbitration claim by obtaining, comparing, evaluating, and validating different forms of information needed. Have awareness of and resolve after-sale problems, such as issues with title, mileage, frame damage, etc.

•            Inspect vehicle to determine extent of repairs, if any, and authorize second opinion, if necessary.

•            Handle varying claims from mechanical, structural damage, title issues, and undisclosed damage on a vehicle subject to arbitration.

•            Mediate dispute and negotiate repair and/or pricing of disputed vehicles in order to arrive at a mutually acceptable solution and in an effort to keep vehicles sold.

•            Monitor and maintain accurate files for each arbitration case, and interact with Auction sales personnel regarding information on vehicle sales, etc.

•            Partner with internal departments such as Titles, Accounting, Dealer services, and CR Manager to ensure appropriate actions are completed to move the case forward or close it out. Partner with post sale inspection entry team, vehicle entry/CR writers, front office and security to investigate the arbitration.

•            Comply with National Auto Auctions Association (NAAA) guidelines to reach conclusions. Review customer claims to verify that they meet Manheim's National Arbitration policies and any account-specific guidelines; make/advise on financial decisions regarding arbitrations.

•            Facilitate communication between customer, auction and/or dealer to gather information needed to guide parties toward mutual agreement for resolution.

•            Handle arbitration settlements or adjustments to the rightful buyer or seller (i.e., checks or invoices).

Qualifications:

•            High School Diploma or equivalent required.

•            Valid Driver’s License and safe driving record required.

•            Basic computer skills required.

•            Good written and verbal communication skills required.

•            Effective report writing and composition skills preferred.

•            Regularly required to stand, walk, reach, talk and hear.

•            Frequently required to stoop, kneel, crouch, bend, squat and climb.

•            Vision abilities required include close, distance and color vision, depth perception and ability to adjust focus.

•            Minimum of 3-5 years of automotive, mechanical or body shop experience with complaint recording and resolution preferred.

•            ASE certification, estimating preferred.

•            Working knowledge of federal and state laws regarding arbitration of vehicles

Who We Are

About Cox Automotive

There’s nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.

About Cox 

We are the Cox family of businesses. We’ve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us.  Our primary divisions – Cox Communications and Cox Automotive – are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators.  We’re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation.  We’re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you’ll be going with us, and the common purpose that unites us at coxenterprises.com.

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).  For more details on what benefits you may be offered, visit our benefits page.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.  Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.  

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.   Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.