OPENLANE Hiring for Customer Service Representative (Southeast/Midwest US – Remote) at United States Full Time

Shift Hours: This team provides coverage from 8 am – 8 PM EST, so your 8-hour shift will fall between these hours. The ideal candidate for this role will reside in the southeast or midwest region of the US.

The Customer Service Representative acts 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. 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 s.

Responsibilities & Duties

• Assists customers with website related issues such as passwords, account permissions, training users, troubleshooting, and identifying issues with mobile apps and online data
• Documentation of issues in ticketing system, when necessary, problem solves with other departments and corrects information in the system.
• Identifies customer needs, issues, and perceptions.
• Recognizes, documents, and communicates trends in customer calls.
• Gathers information from various sources to build a “resolution” for customers.
• Creates accurate and concise case notes regarding customer interactions
• Follow-up with customers to status of issue resolution or other information.
• Answers inbound calls, emails, and chats.
• Other projects and tasks as assigned.

Educational Requirements & Qualifications

• High School Diploma or GED required with some college preferred.
• Three years of customer service or call center experience required; repossession systems/automotive experience preferred.
• General automotive knowledge 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.
• Experience with Salesforce, SoapIU, Datadog, and/or API experience/knowledge a plus.