Technical Customer Service Agent

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OPENLANE

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Marketplace • Transport • Automotive

OPENLANE is a company that builds digital marketplaces for used vehicles, catering to regions such as the US, Canada, and Europe. They provide a range of services including finance floorplan and inventory financing solutions, technology platforms that drive results, and comprehensive end-to-end solutions to support automotive businesses. Notable brands include OPENLANE US, Canada’s largest digital wholesale marketplace for used vehicles, and OPENLANE Europe, a leading digital platform in Europe and the UK. OPENLANE also offers solutions like Velocicast for wholesale and retail auctions, autoniq for vehicle history evaluation, AutoVIN for vehicle inspections, and CarsArrive for vehicle shipping services. They support independent dealers with financing and provide various automotive services including high-tech locksmith solutions, recovery management, and compliance services.

1001 - 5000 employees

🏪 Marketplace

🚗 Transport

💰 $10M Venture Round on 2008-12

📋 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

• 3+ Years of customer service or technical support experience. • Bachelor's degree in business or other related field. • 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.

🏖️ 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