Customer Support Representative (Tu-Fri, 9-6 EST, Sat, 8-5 EST)

• This position operates under the hours of Tuesday-Friday, 9-6 EST, and Saturday 8-5 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: • Competitive wage • 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 OPENLANE 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 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. 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! Compensation Range of Hourly: $17.00 - $19.00 (Depending on experience, skill set, qualifications, and other relevant factors.) Apply Job!