OPENLANE is seeking a Customer Service Representative to act as a support partner for our customers, including repossession companies and lenders. In this remote role, you will assist users by answering questions, providing information, and troubleshooting problems via phone, chat, or email. You’ll collaborate with all departments to deliver effective solutions and ensure a positive customer experience.
What You'll Do
- Assist customers with website-related issues, including password resets, account permissions, user training, and troubleshooting mobile apps and online data.
- Document issues in a ticketing system, problem-solve with other departments, and correct information within the system.
- Identify customer needs, issues, and perceptions.
- Recognize, document, and communicate trends in customer calls.
- Gather information from various sources to build a resolution for customers.
- Create accurate and concise case notes regarding customer interactions.
- Follow up with customers to report the status of issue resolution or other information.
- Answer inbound calls, emails, and chats.
What We're Looking For
- High School Diploma or GED.
- Three years of customer service or call center experience.
- General automotive knowledge.
- Ability to work independently and efficiently to meet internal and external time commitments.
- Excellent interpersonal skills with a proven ability to influence, defuse, reconcile, and remedy customer issues (conflict resolution).
- General knowledge of a Technical Support Ticket System and how to submit a trouble ticket on behalf of a customer.
Nice to Have
- Some college education.
- Repossession systems or automotive industry experience.
- Salesforce experience.
Technical Stack
- Technical Support Ticket System
- Salesforce
Team & Environment
You will collaborate with all departments and have no direct reports.
Benefits & Compensation
- Competitive pay: $18.00 - $20.00 per hour.
- 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 meaningful advancement.
Work Mode
This is a fully remote position open to candidates in the Continental United States.
OPENLANE is proud to be an equal opportunity employer.
