Specialist, Mediation and Alternative Dispute Resolution - Remote

Overview

The Specialist, Mediation and Alternative Dispute Resolution, is a key member of the team supporting customer handling and retention. This role manages arbitration and alternative dispute resolution with respect to customer claims, primarily in warranty/lemon law, ensuring a positive customer experience and reducing litigation volume.

In Short

• Manage mediation and alternative dispute strategies for customer claims.
• Ensure timely responses to arbitration cases and legal demands.
• Negotiate vehicle replacement and settlement transactions.
• Prepare settlement documentation and ensure legal compliance.
• Direct arbitration strategies and prepare for hearings.
• Act as a resource for compliance with lemon laws.
• Evaluate customer claims and guide staff towards resolutions.
• Provide training on lemon law and dispute resolution.
• Analyze trends related to arbitration cases.
• Perform other duties as assigned.

Requirements

• 5+ years of automotive service or escalated customer case handling experience.
• BS/BA or equivalent education/experience in a related field.
• 1+ years as a District Parts and Service Manager or similar role.
• Paralegal or arbitration experience preferred.
• Conflict management training is a plus.

Benefits

• Comprehensive healthcare coverage.
• Discounted Employee Lease Car program.
• 401(k) with company match.
• Professional development opportunities.
• Up to 30 days of paid time off.
• Hybrid working environment (2 days remote, 3 days in-office).
• Collaborative workspace.