Customer Service Representative (Remote) at OPENLANE

This can be a 100% remote (WFH) position.

* Reposession/automotive experience is required for this position.

Shift Hours: This team provides coverage from 5:00 am to 5:00 pm Arizona time, so your 8-hour shift will fall between these hours.

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 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 rapid advancement 

We’re Looking For:

We are seeking a Customer Service Representative with experience in customer service within the automotive industry. You will act 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 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.

You Are:

• Customer-Focused. Your primary focus is on understanding and meeting the needs of our customers. You go the extra mile to ensure their satisfaction and happiness.

• Effective Communicator. You possess strong communication skills, both verbal and written, allowing you to articulate solutions clearly and concisely.

• Adaptable. You are flexible and can easily adapt to changes in procedures, priorities, and technology. 

• Resolute. You strive for excellence to obtain First Contact Resolution by identifying issues, understanding requests, determining the root cause, and then selecting or explaining the solution clearly and effectively. 

You Will:

• 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.

Must Have’s:

• High School Diploma or GED required with some college preferred.

• Three years of customer service or call center experience required.

• General automotive knowledge required.

• RDN, Clearplan, Reposession systems experience 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 Have’s:

• Salesforce experience preferred.

Sound like a match? Apply Now - We can't wait to hear from you!