Issue Resolution Specialist

Overview

Purple Wave is seeking an Issue Resolution Specialist to manage and resolve condition issues with items sold by Purple Wave. The role requires independence, decisive judgment, empathetic communication, and the ability to handle a range of case types. This is not a passive case management position; you will own issues from intake to resolution, communicate directly with buyers and sellers, apply sound judgment when policy does not cover every scenario, and contribute to a team that takes pride in fair, efficient outcomes.

• Operate with a high degree of independence and often serve as the decision‑maker.
• 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.
• 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.

• 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.

• None.

• 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.

• Full‑time, hourly, non‑exempt; eligible for overtime.
• Office hours are 8am‑5pm, Monday through Friday; overtime may be required to meet due dates.
• 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.

• Hourly rate typically ranges from $21.00 per hour to $23.00 per hour; paid bi‑weekly.
• Monthly bonus program based on company performance.
• Monthly phone stipend in accordance with the company’s cell phone policy, currently $120 per 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.
• Three weeks of paid time off annually.
• Employee stock purchase program—eligible to purchase company stock at a discount after 90 days of employment.

Equal Opportunity is a Purple Wave, Inc. policy. It is our practice to select the best‑qualified candidate for each position in the organization. No employee of the Company will discriminate against an applicant for employment or a fellow employee because of race, creed, color, religion, sex, national origin, ancestry, age, or other physical or mental disability, military or veteran status.

As a condition of your employment, you will be required to sign the Company’s Authorization for Background Check and provide the Company with documents establishing your identity and right to work in the United States.