Bilingual Customer Support Representative

*This position operates under the hours of M-F, 10AM - 7PM EST.

Who We Are:

At OPENLANE we make wholesale easy so our customers can be more successful.

• Were a technology company building the worlds most advancedand uncomplicateddigital marketplace for used vehicles.

• Were a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use.

• And were 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 hourly 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

Were Looking For:

A Bilingual 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 . Youre 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 Haves:

• Bachelors degree or equivalent work experience

• 2 + years customer service / contact center experience

• Bilingual in Spanish and English

• 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

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