Bilingual Customer Support Representative - Remote Est

*This position operates under the hours of 10 am - 7 pm EST.
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:

• Hourly range of $18-$21 depending on experience, skillset, qualifications, and other relevant factors
• 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

We're 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. You're 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 Have's:

• Bachelor's 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 Have's:

• 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!