Customer Support Representative - Bilingual (M-F 8:00am-5:00pm EST)

OPENLANE•Carmel, IN

4d•Onsite

About The Position

This position is responsible for providing superior technical support and troubleshooting for OPENLANE customers. The role utilizes a range of technical expertise, including customer service skills, tools, and available resources, to deliver effective solutions to technical issues. The Customer Support Representative will identify, research, and resolve technical and end-user application failures and deficiencies, ensure proper follow-through on all directives, and work proactively to identify areas for product improvement. The role also involves educating customers on best practices, developing and maintaining competitive knowledge, thoroughly documenting interactions in Salesforce (CRM), assuring customer acceptance of resolutions, and escalating issues that require advanced expertise. Additionally, the CSR will serve as a Subject Matter Expert for training material design, use analytical and decision-making skills to offer options and resolve problems, and engage in self-directed learning to increase functional product knowledge. The position reports to the Customer Service Manager and supports internal and external customers interacting with the OPENLANE platform.

Requirements

Bachelor’s degree or equivalent work experience
2 + years customer service / contact center experience
Bilingual in Spanish and English
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 Haves

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

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.
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 OPENLANE 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.

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