Case Specialist

Job Description

We have 2 positions for a Case Specialist with one of our clients in Houston, TX for an initial contract duration of 6 months. No third party candidates considered for this position.

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. 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.

Job Requirements:

• 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.