Bilingual Technical Customer Service Agent

🕒 July 13

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OPENLANE

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🚘 Automotive

🏪 Marketplace

🤝 B2B

💰 $10M Venture Round - OPENLANE on 2008-12

Automotive • Marketplace • B2B

OPENLANE is a company that builds and operates digital wholesale marketplaces and end-to-end services for used vehicles. It operates national and regional marketplaces across the US, Canada and Europe, provides technology platforms (auction simulcast, remarketing, inventory/inspection and vehicle data/pricing tools), and offers finance and ancillary services (floorplan/inventory financing, shipping, recovery and title/remarketing services) targeted primarily at dealers, lenders and commercial vehicle customers. The company positions itself as a B2B wholesale automotive marketplace and service provider.

📋 Description

• Handle inbound customer inquiries and provide timely and accurate responses. • Initiate outbound calls to address customer concerns and ensure they have a positive experience in a timely manner. • Work within multiple channels to include chat, case (written), and phone calls (verbal). • Collaborate with cross-functional teams to expedite issue resolution and enhance the overall customer experience. • Assist customers with technical troubleshooting including site navigation, login issues, permissions, and functionality across multiple platforms. • Use CRM software, specifically GDC Salesforce, and a Contact Center telephony system to track customer interactions and manage cases. • Handle approximately 60 - 100 interactions per day, including calls, chats, cases, and Slack channel requests, ensuring quality standards for all interactions are met.

🎯 Requirements

• Bilingual in English & French • 3+ Years of customer service or technical support experience • Bachelor's degree in business or other related field • May have related experience in lieu of a degree • Proficiency in handling customer inquiries, resolving issues, and managing customer expectations • Strong organizational and time management skills • The ability to troubleshoot within technical applications and proficiency in utilizing multiple applications at once • Excellent oral and written communication skills • Experience with SalesForce or any CRM and Contact Center telephony system • Technical troubleshooting experience in a SaaS environment

🏖️ 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