Customer Service Representative (Remote)

OPENLANE•Mesa, AZ

1d•$19 - $22•Remote

About The Position

The Customer Service Representative is responsible for providing information and assistance to any and all customers. This individual must know, practice, and ensure that company policies, procedures, and applicable state and federal laws are followed at all times. The Customer Service Representative 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