Customer Support Representative - Remote (11 AM - 8 PM EST)

*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!