Who We Are: At OPENLANE we make wholesale easy so our customers can be more successful. What We Offer: 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 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 We’re Looking For: The Service Desk Agent (SDA) is responsible for managing and coordinating the inspection and diagnostic processes for vehicles involved in arbitration cases. This role involves interacting with buyers, sellers, Third party inspectors and internal teams to ensure timely and accurate completion of inspections, diagnostics, and transportation logistics. The SDA will be the key point of contact for all parties involved, ensuring efficient communication and resolution of any issues that arise. You Are: Customer-Focused. You prioritize customer satisfaction and seek fair resolutions to disputes. Detail-Oriented. You ensure all arbitration cases are handled thoroughly and in line with company policies. Solution-Driven. You work quickly to resolve disputes in a way that benefits both the company and the customer. Effective Communicator. You can explain complex arbitration outcomes clearly to all stakeholders. Organized. You are skilled at managing multiple cases and priorities efficiently. Key Responsibilities: Initial Assessment and Task Creation: Review and assess Service Desk tasks assigned to the queue. Create inspection request tasks within the GDC system, including details about the vehicle, inspection requirements, and location. Update task fields with relevant information regarding the type of inspection, location, and diagnostic needs. Inspection Coordination: Determine the appropriate inspection type (Mobile, VLC, OEM) based on vehicle location and requirements. Coordinate with mobile mechanics, VLCs, or OEMs to schedule and facilitate inspections. Follow up regularly to ensure inspections are conducted on time. Transport Coordination: Arrange transportation for vehicles as needed, coordinating with transport providers or communicating with buyers and sellers about transport arrangements. Update transport-related fields in GDC tasks, including current location, destination, and ETA. Monitor transport progress and provide updates to all relevant parties every 48 hours. Requesting Diagnostics and Estimates: Contact VLCs or OEMs to request diagnostics and estimates as needed. Ensure follow-ups are conducted every 48 hours until diagnostics and estimates are completed. Update task statuses to reflect progress (e.g., Awaiting Inspection, Awaiting Transport). Review and Reporting: Review completed diagnostics and estimates to determine next steps. Update GDC case evidence and task status based on the findings of the inspection. Communicate findings and decisions to all involved parties, including buyers, sellers, and the arbitrator. Communication and Documentation: Maintain clear and accurate records of all communications and tasks. Provide regular updates to the arbitrator and other internal stakeholders as required. Use templates and SOPs to ensure consistency in communication and documentation. Required Qualifications: Education: High school diploma or equivalent; relevant certifications or additional education in automotive or logistics management is a plus. Experience: Previous experience as a service advisor, customer service, or automotive environment preferred. Skills: Strong communication skills, both written and verbal. Excellent organizational and multitasking abilities. Proficiency in using task management systems (e.g., GDC) and standard office software. Ability to work independently and as part of a team. Attributes: Detail-oriented with strong problem-solving skills. Ability to handle multiple tasks and prioritize effectively. Customer-focused with a professional demeanor. Sound like a match? Apply Now - We can't wait to hear from you! Note: This job description in no way states or implies that these are the only duties to be performed by incumbents in this position. Employee(s) will be required to follow any other job-related instruction or duties requested by an authorized person. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. OPENLANE makes wholesale easy so our customers can be more successful. Our end-to-end platform serves the remarketing needs of the world’s largest OEMs, dealers, fleet operators, rental companies and financial institutions. We’re a technology company delivering next generation tools to accelerate and simplify remarketing. We’re an analytics company leveraging data to inform and empower our customers with clear, actionable insights. And we’re an auction company powering the world’s most advanced digital used vehicle marketplaces. In 2021, OPENLANE sold nearly 2.6 million vehicles valued at over $40 billion through our auctions and generated approximately $2.3 billion in revenue. Our integrated digital marketplaces and vehicle logistics centers reduce risk, improve transparency and streamline the experience for customers in about 75 countries. OPENLANE continues to make investments in innovation, strategic acquisitions and integrations to better serve our customers. Headquartered in Carmel, Indiana, OPENLANE has about 5,000 employees and maintains business units across North America, Europe, the Philippines and Uruguay. Together, the OPENLANE brands provide a complete remarketing solution for our customers. California Residents: Click here to learn more about the personal information we collect in the application process. Also, click here for how we adhere to the California Fair Chance Act. Canadian Residents: Click here to learn more about how we adhere to the provincial Human Rights Codes and any accessibility and/or disability legislation" OPENLANE is an equal opportunity employer and a drug-free workplace.
