TRANSPORTATION SPECIALIST - DAMAGE RESOLUTIONS

Transportation Specialist - Damage Resolutions

Buffalo, NY, USA Req #551 Friday, January 28, 2022 ACVs mission is to build and enable the most trusted and efficient digital marketplaces for buying and selling used vehicles with transparency and comprehensive data that was previously unimaginable.

We are powered by a combination of the worlds best people and the industrys best technology. At ACV, we are driven by an entrepreneurial spirit and rewarded with a work environment that enables each teammate to impact the company from day one.

ACVs network of brands includes ACV Auctions, ACV Transportation, MAX Digital and ACV Capital within its Marketplace Products as well as True360 and Data Services.

The Damage Resolution Specialist is responsible for investigating and processing claims for

all types of vehicles, handling each claim through to resolution. Their goal will be to quickly

and seamlessly resolve issues between our carriers and buyers / sellers, ending with a fair

solution offered to all parties involved. Exemplary organizational and communication skills

will be required as you will be working heavily with all departments at ACV as well as

insurance companies, buyers, sellers, carriers, police, etc.

Duties :

Process claims / incidents by gathering and analyzing all facts and documentation to

determine liability in a timely manner and according to assigned expectations and

KPIs

Promptly follow up with appropriate parties to provide status updates until

claim / incident is resolved

Resolve any customer complaints in a friendly, courteous manner and escalate all

serious complaints

Resolve damage claim discrepancies while ensuring that each customer is aware of

the sales process

Resolves and recommends sound resolutions to all stakeholders regarding all

post-transportation issues (ex : repairs, unwinds, etc.)

Coordinates and facilitates all logistics for 3rd party inspections of vehicles while

practicing proper record keeping within our CRM

• Work in conjunction with the Payments Team to collect outstanding balances
• Investigate loss and damage claims / incidents in accordance with ACV Standard

Terms and Conditions, customer contracts, carrier contracts and applicable

insurance policies

Practice and promote teamwork at all times. Set a good personal example of attitude

and performance

Ensure proper follow-through on all assignments, bulletins, schedules and

accounting from the Carrier Manager or designated manager

• Maintain a good flow of communications with entire team including all management
• Recommend new processes and procedures to the Carrier Manager to ensure

customer delightment

File claims with the carrier, carriers insurance provider and other

appropriate parties on behalf of the customer

• Thoroughly conduct investigations while collecting all relevant evidence
• Create accurate and fair repair estimates using Mitchell Connect
• Assist Carrier Management Team with other admin duties as needed

Qualifications :

• Excellent relationship building skills both in-person and over the phone
• Understand the importance of building internal and external networks to increase

personal effectiveness

• College degree or a combination of experience and High School Diploma required
• Knowledge of Google products is a plus
• Insurance knowledge preferred
• Minimum of 2 years of vehicle damage claims and / or vehicle repair experience
• Minimum of 1 years automotive industry experience preferred
• An upbeat and positive demeanor
• Ability to be self-motivated and able to work independently
• Adapt quickly to shifting priorities and assists others in doing so
• At ACV, we are committed to an inclusive culture in which every individual is welcomed and empowered to celebrate their true selves.

We achieve this by fostering a work environment of acceptance and understanding that is free from discrimination. ACV is committed to being an equal opportunity employer regardless of sex, race, creed, color, religion, marital status, national origin, age, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

If you have a disability or special need that requires reasonable accommodation, please let us know.* Other details

• Job Family Operations
• Job Function Transportation
• Pay Type Hourly
8 hours ago