Customer Service Representative (Remote)

Openlane; Northern (KY); Hybrid; USD 26,000 - 30,000; Full time

Job summary

Openlane is seeking a remote Customer Service Representative to support repossession companies, lenders, and other customers by answering questions and troubleshooting via phone, chat, or email. The role operates 100% remotely within EST hours (8:00am–8:00pm) and emphasizes policy adherence and first-contact resolution.

You will document issues, collaborate across departments, and maintain precise case notes while delivering timely updates to customers.

Qualifications

• High School Diploma or GED required with some college preferred.
• Three years of customer service or call center experience required.
• 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 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.

Responsibilities

• Assist customers with website related issues such as passwords, account permissions, training users, troubleshooting, and identifying issues with mobile apps and online data.
• Document issues in the ticketing system, when necessary, problem solve with other departments and correct information in the system.
• Identify customer needs, issues, and perceptions.
• Recognize, document, and communicate trends in customer calls.
• Gather information from various sources to build a 'resolution' for customers.
• Create accurate and concise case notes regarding customer interactions.
• Follow-up with customers to report status of issue resolution or other information.

Skills

Customer service

Communication

Problem solving

Independent work

Conflict resolution

Technical ticketing system

Education

High School Diploma or GED

Some college

Tools

Salesforce

Technical Support Ticket System

Job description

Who We Are: At OPENLANE we make wholesale easy so our customers can be more successful. We're a technology company building the world's most advanced-and uncomplicated-digital marketplace for used vehicles. We're a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use. And we're 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 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&DD (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

We’re Looking For

We are seeking a Customer Service Representative with experience in customer service within the automotive industry. You will act 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. This individual 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 reports.

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.
• 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.

You Will

• Assist customers with website related issues such as passwords, account permissions, training users, troubleshooting, and identifying issues with mobile apps and online data.
• Document issues in the ticketing system, when necessary, problem solve with other departments and correct information in the system.
• Identify customer needs, issues, and perceptions.
• Recognize, document, and communicate trends in customer calls.
• Gather information from various sources to build a "resolution" for customers.
• Create accurate and concise case notes regarding customer interactions.
• Follow-up with customers to report status of issue resolution or other information.
• Answer inbound calls, emails, and chats.

Where You Work

This position is 100% remote with working hours from 8:00am to 8:00pm EST, so your 8-hour shift will fall between these hours.

Must Have’s

• High School Diploma or GED required with some college preferred.
• Three years of customer service or call center experience required.
• 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.

Nice to Have’s

• Repossession systems/automotive experience preferred.
• Salesforce experience preferred.

Compensation

Range of Hourly: $19.00 - $22.00 USD

OPENLANE makes wholesale easy so our customers can be more successful. Our end-to-end platform serves the remarketing needs of the world's largest OEMs, dealers, fleet operators, rental companies and financial institutions. We're a technology company delivering next generation tools to accelerate and simplify remarketing. We're an analytics company leveraging data to inform and empower our customers with clear, actionable insights. And we're an auction company powering the world's most advanced digital used vehicle marketplaces. In 2021, OPENLANE sold nearly 2.6 million vehicles valued at over $40 billion through our auctions and generated approximately $2.3 billion in revenue. Our integrated digital marketplaces and vehicle logistics centers reduce risk, improve transparency and streamline the experience for customers in about 75 countries. OPENLANE continues to make investments in innovation, strategic acquisitions and integrations to better serve our customers. Headquartered in Carmel, Indiana, OPENLANE has about 5,000 employees and maintains business units across North America, Europe, the Philippines and Uruguay. Together, the OPENLANE brands provide a complete remarketing solution for our customers.

OPENLANE is an equal opportunity employer and a drug-free workplace.