Customer Support Representative (M-F, 11:30AM - 8:30PM EST)

OPENLANE•Carmel, IN

20h

About The Position

At OPENLANE, we are a technology and data company focused on making wholesale easy for our customers in the used vehicle market. We build advanced digital marketplaces and provide actionable insights to help customers buy and sell smarter. We foster a culture of curiosity, collaboration, and an entrepreneurial spirit, driven by values such as being Waybuilders, relentless curiosity, smart risk-taking, and fearless ownership. We are seeking a Customer Support Representative (CSR) to provide superior technical support and troubleshooting for OPENLANE customers. This role requires strong customer service skills and technical expertise to deliver effective solutions to technical issues. The CSR will be customer-obsessed, organized, and tech-savvy, consistently prioritizing customer satisfaction and efficiently managing tasks and digital tools.

Requirements

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 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