Technical Customer Service Agent (Remote) - Maternity Leave

Who We Are:
At OPENLANE we make wholesale easy so our customers can be more successful.

What We Offer:
Competitive pay
Flexible schedule
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

*This is a Remote position in Canada for a Maternity Leave ending in March 2028.

Business hours are Monday to Friday 7:00 am to 8:00 pm EST, Saturday 8:00 am to 6:00 PM EST . Agents work a 40-hour work week during business operations, scheduled in 8.5-hour shifts that include a 30-minute unpaid lunch break.

We’re Looking For:

We are seeking a Technical Customer Service Agent with experience providing exceptional customer service and troubleshooting. You will be part of a Global Customer Service team responsible for ensuring customer satisfaction and issue resolution. In this role, you will have the opportunity to use your experience in prioritizing customer needs, resolving issues efficiently, and maintaining a positive customer-centric approach. You must have the ability to navigate multiple systems and software to ensure you attempt to have a first-contact resolution. The ideal candidate will have 2+ years of experience in customer service or technical support with the ability to develop a strong understanding of our product offerings.

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. While on a call or chat, you will be required to navigate multiple systems and software.
- 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.
- Technically Proficient. You have a solid understanding of technical troubleshooting, including site navigation, login issues, and application functionality, and can assist customers with these issues effectively.

You Will :

- 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.

Must Have’s:

- 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.
- 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.

Nice to Have’s:

- Experience using CRM software for tracking customer interactions.
- Previous experience in the automotive industry.
- Existing familiarity with our specific product offerings.

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

Note: This job description in no way states or implies that these are the only duties to be performed by incumbents in this position. Employee(s) will be required to follow any other job-related instruction or duties requested by an authorized person. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

Compensation Range of
Hourly: $20.00 - $23.00 CAD

(Depending on experience, skill set, qualifications, and other relevant factors.)