Issue Resolution Specialist

Description

Purple Wave is looking for an Issue Resolution Specialist who thrives in a fast-paced environment, takes ownership of outcomes, and is genuinely invested in reaching fair resolutions. This is a role for someone decisive and composed under pressure - someone who can hold a firm position with empathy, navigate difficult conversations without losing their footing, and manage multiple priorities independently. If you're a problem-solver with strong attention to detail who is comfortable operating in an environment where no two cases are the same, we'd like to hear from you.

The Issue Resolution Specialist plays a critical role in managing and resolving condition issues with items sold by Purple Wave, ensuring effective, timely outcomes for all parties involved. The right candidate brings a calm, collected presence to difficult conversations - someone who can hold firm with empathy, stay unbiased case to case, and manage competing priorities without losing focus.

This is not a passive case management role. You will be expected to own issues from intake to resolution, communicate directly with buyers and sellers, apply sound judgment when policy doesn't cover every scenario, and contribute to a team that takes pride in fair, efficient outcomes.

Responsibilities:

• Operate with a high degree of independence; you'll often be the decision-maker in the room.
• Approach each issue with an unbiased perspective, applying consistent standards regardless of buyer, seller, or asset type.
• Timely address customer complaints and negotiate resolutions related to post-auction condition issues.
• Communicate with empathy and professionalism while remaining confident and firm in warranted outcomes.
• Work closely with internal teams to gather context on disputed items and communicate resolution outcomes.
• Research and gather relevant information independently to support well-informed resolution decisions.
• Maintain accurate records of all identified condition issues, resolutions, and any relevant invoices or case notes.
• Understand and complete basic weekly reporting tied to case volume, resolution time, and department KPIs.
• Participate in ongoing process improvement efforts to increase resolution efficiency and reduce escalations.
• Undertake additional assigned duties as requested.

What to Expect

• Demand can fluctuate; the ability to adapt and prioritize effectively in the moment is essential.
• Direct and sometimes difficult customer conversations.
• Competing priorities; you will be expected to triage effectively and multitask with a high degree of independence.
• Extended hours may be required during periods of high volume.

Supervisory Responsibilities:

• None

Qualifications:

• High School Diploma or GED; some college education preferred.
• Minimum two years of experience in a professional office environment.
• Strong analytical and problem-solving abilities.
• Proven ability to work independently and prioritize tasks effectively on demand.
• Demonstrated honesty and integrity in all customer interactions and internal communications.
• Confident decision-making and problem-solving skills.
• Strong time management skills; ability to multitask and redirect priorities with ease.
• Calm and collected under pressure; not easily rattled by difficult or emotional customer interactions.
• Empathetic communication style balanced with the ability to hold firm when warranted.
• Familiarity with fleet, agricultural, or construction equipment preferred.
• Prior experience in dispute resolution, customer escalations, or claims handling preferred.
• Bilingual candidates who can speak, write, and understand Spanish are encouraged to apply.
• Candidates may be requested to complete position-specific skills assessments.
• Applicants must be either a U.S. citizen or eligible to work in the U.S.
• Requires the ability to satisfactorily complete a background check.

Working Settings:

• Full-time Hourly, Non-Exempt, eligible for overtime.
• Office hours are 8am-5pm, Monday through Friday, overtime may be required to achieve due dates. Overtime is compensated in accordance with US Department of Labor requirements.
• Based in the Purple Wave headquarters in Manhattan, KS.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Must be able to access various departments of a given location.

Compensation:

• Hourly rate varies based on experience and qualifications, but typically ranges from $21.00 per hour to $23.00 per hour and is paid bi-weekly.
• Monthly Bonus Program - determined by the Company's monthly revenue result and are paid on a "percent to plan" payout formula (90% = $300, 100% = $600, 110% = $900, 120% = $1,200).
• Monthly phone stipend in accordance with the Company's cell phone policy, currently $120/month.
• Health, Dental, and Vision insurance.
• 401(k) plan with an employer match up to 4% starting the first day of employment.
• Company-paid Life Insurance with options for supplemental coverage.
• Fully paid Short-Term Disability provided by the Company.
• 3 Weeks of PTO annually (details shared during onboarding).
• Employee Stock Purchase Program (ESPP) - Eligible to purchase company stock at a discount after 90 days of employment, with enrollment opportunities each May and November.

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