Customer Support Representative (Tu-Fri, 9-6 EST, Sat, 8-5 EST)

? This position operates under the hours of Tuesday-Friday, 9-6 EST, and Saturday 8-5 EST

Who We Are:

At OPENLANE we make wholesale easy so our customers can be more successful.
? We?re a technology company building the world?s most advanced?and uncomplicated?digital marketplace for used vehicles.
? We?re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use.
? And we?re an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.

Our Values:

Driven Waybuilders. We pursue challenges that inspire us to build, create and innovate.

Relentless Curiosity. We seek to understand and improve our customers? experience.

Smart Risk-Taking. We transform risk into progress through data, experience, and intuition.

Fearless Ownership. We deliver what we promise and learn along the way.

What We Offer:
? Competitive wage
? Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
? Immediately vested 401K (US) or RRSP (Canada) with company match
? Paid Vacation, Personal, and Sick Time
? Paid maternity and paternity leave (US)
? Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)
? Robust Employee Assistance Program
? Employer paid Leap into Service Day to volunteer
? Tuition Reimbursement for eligible programs
? 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 rapid advancement

We?re Looking For:

A Customer Support Representative (CSR) who will be responsible for providing superior technical support and troubleshooting for OPENLANE customers. This position will use a range of technical expertise including customer service skills, tools, and resources available to deliver effective solutions to technical issues.

You Are:
? Customer Obsessed. You?re someone who consistently puts the needs and satisfaction of customers at the forefront, striving to deliver exceptional experiences and build lasting relationships
? Organized. You possess a high level of efficiency and effectiveness in managing tasks, information, and resources.
? Tech-Savvy. You have a deep understanding and adeptness with technology, effortlessly navigating digital tools and innovations to solve problems.

You Will:
? Identify, research, and resolve technical and end-user application failures and deficiencies.
? Ensure proper follow-through on all directives, bulletins, and schedules from management.
? Work to proactively identify areas where product improvements can be made to provide enhanced ease of use and functionality.
? Educate and coach customers on best practices for using OPENLANE products and services.
? Develop and maintain competitive knowledge and expertise in areas of products, industry trends, and other developments.
? Thoroughly document all research and customer interactions in Salesforce (CRM) to ensure product and service reliability.
? Assure customer acceptance of and quality of resolution. Identify and escalate issues that require advanced product knowledge or technical expertise.
? Serve as a Subject Matter Expert for the design and development of training materials.
? Use analytical and decision-making skills to offer options and resolve problems in a variety of contexts.
? Continuously engage in self-directed learning opportunities to increase functional product knowledge
? Document known errors, workarounds, procedures, and product-specific information.

Who You Will Work With:

Reporting to the Customer Service Manager, this role will support internal and external customers as they interact with the OPENLANE platform and offerings.

Must Have?s:
? Bachelor?s degree or equivalent work experience
? 2 + years customer service / contact center experience
? General automotive knowledge
? Experience troubleshooting hardware, software, and network related issues.
? Ability to communicate clearly and concisely, both orally and in writing.
? Demonstrated ability to quickly learn new technologies and a drive to solve problems efficiently and with creativity
? Strong analytical, technical and problem-solving skills

Nice to Have?s:
? Experience with Salesforce, Five9, Slack, & Google Suite
? Web Crawling/Search experience
? Ability to retain knowledge of State/Local/Federal/ Contract Requirements for Role
? Able to successfully manage tasks and inquiries for VIP clientele Customer Service including Phone Etiquette, Empathy and Active Listening
? Eagerness to learn, take direction and feedback, multi-task, time manage, and problem-solve

Sound like a match? Apply Now - We can't wait to hear from you!

Compensation Range of

Hourly: $17.00 - $19.00

(Depending on experience, skill set, qualifications, and other relevant factors.)