Customer Support Representative - Remote (11 AM - 8 PM EST) - Join OPENLANE's Innovative Team in Revolutionizing Wholesale Vehicle Marketplaces

Unlock Your Potential at OPENLANE: Pioneering the Future of Wholesale Vehicle Marketplaces

At OPENLANE, we're on a mission to make wholesale easy, empowering our customers to achieve greater success. As a technology-driven company, we're building the world's most advanced digital marketplace for used vehicles, harnessing the power of data to inform smarter buying and selling decisions. Our innovative spirit, coupled with a relentless pursuit of improvement, has positioned us at the forefront of the wholesale remarketing industry.

Our Culture and Values

We're driven by a set of core values that define our approach to business and our interactions with customers and each other. Our values include:

• Driven Waybuilders: We're passionate about tackling challenges that inspire us to build, create, and innovate.
• Relentless Curiosity: We continuously seek to understand and improve our customers' experience.
• Smart Risk-Taking: We transform risk into progress through data-driven insights, experience, and intuition.
• Fearless Ownership: We deliver on our promises and learn from our experiences.

About the Role: Customer Support Representative - Remote (11 AM - 8 PM EST)

We're seeking a highly skilled and customer-obsessed Customer Support Representative to join our team. As a key member of our customer service team, you'll be responsible for delivering exceptional technical support and troubleshooting services to our BacklotCars customers. This role requires a unique blend of technical expertise, customer service skills, and problem-solving abilities.

Key Responsibilities

• Identify, research, and resolve technical and end-user application failures and deficiencies.
• Ensure proper follow-through on all directives, bulletins, and schedules from management.
• Proactively identify areas for product improvement to enhance 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, escalating issues that require advanced product knowledge or technical expertise.
• Serve as a Subject Matter Expert for the design and development of training materials.
• Utilize analytical and decision-making skills to offer options and resolve problems in a variety of contexts.
• Engage in self-directed learning opportunities to increase functional product knowledge.
• Document known errors, workarounds, procedures, and product-specific information.

Essential Qualifications

To succeed in this role, you'll need:

• A Bachelor's degree or equivalent work experience.
• 2+ years of customer service/contact center experience.
• General automotive knowledge.
• Experience troubleshooting hardware, software, and network-related issues.
• The 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 creatively.
• Strong analytical, technical, and problem-solving skills.

Preferred Qualifications

While not required, the following skills and experiences are highly valued:

• Experience with Salesforce, Five9, Slack, and Google Suite.
• Web crawling/search experience.
• Knowledge of State/Local/Federal/Contract Requirements for the role.
• Ability to successfully manage tasks and inquiries for VIP clientele, demonstrating phone etiquette, empathy, and active listening.
• Eagerness to learn, take direction and feedback, multi-task, time manage, and problem-solve.

What We Offer

At OPENLANE, we're committed to providing a comprehensive benefits package and opportunities for growth and development. Our offerings include:

• Competitive 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.
• A company culture that values internal promotions, diverse career paths, and rapid advancement.

Career Growth and Development

At OPENLANE, we're dedicated to helping our team members grow and develop in their careers. As a Customer Support Representative, you'll have opportunities to:

• Develop your technical skills and knowledge through self-directed learning and training programs.
• Share your expertise and contribute to the development of training materials.
• Advance to leadership roles or explore diverse career paths within the organization.

Join Our Team

If you're a customer-obsessed, tech-savvy, and organized individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity. As a Customer Support Representative at OPENLANE, you'll be part of a dynamic team that's shaping the future of wholesale vehicle marketplaces. Apply now and join our mission to make wholesale easy!

OPENLANE is an equal opportunities employer, committed to diversity and inclusion. We welcome applications from candidates who share our values and are passionate about delivering exceptional customer experiences.