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Customer Support Representative

3 months ago

Remote, Oregon, United States OPENLANE Full time

*This position operates under the hours of 11 am - 8 pm 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:

  • Hourly range of $17 - $19 depending on experience, skillset, qualifications, and other relevant factors
  • 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 BacklotCars' 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 BacklotCars' 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: $ $19.00

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