Customer Service Representative (Remote)
About The Position
OPENLANE is seeking a Customer Service Representative with experience in customer service within the automotive industry. This role acts as a support partner by assisting customers, including repossession companies, lenders, and others, by answering questions, providing information, and troubleshooting problems via phone, chat, or email. The Customer Service Representative is responsible for providing information and assistance to all customers, ensuring company policies, procedures, and applicable state and federal laws are followed. This role collaborates with all departments and has no direct reports.
Requirements
- High School Diploma or GED required with some college preferred.
- Three years of customer service or call center experience required.
- General automotive knowledge required.
- Ability to work independently, efficiently and meet all internal and external time commitments.
- Excellent interpersonal skills with proven ability to influence, defuse, reconcile, and remedy customer issues (conflict resolution) to create a win-win solution.
- General knowledge of a Technical Support Ticket System and how to submit a trouble ticket on behalf of a customer.
Nice To Haves
- Repossession systems/automotive experience preferred.
- Salesforce experience preferred.
Responsibilities
- Assist customers with website related issues such as passwords, account permissions, training users, troubleshooting, and identifying issues with mobile apps and online data.
- Document issues in the ticketing system, when necessary, problem solve with other departments and correct information in 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 status of issue resolution or other information.
- Answer inbound calls, emails, and chats.
Benefits
- Competitive pay
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
