Customer Service Representative; Remote

Customer Service Representative (Remote)

Join to apply for the Customer Service Representative (Remote) role at OPENLANE

$18.00/hr – $20.00/hr

• 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.
• We’re an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.

• Driven Way builders. 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.

• 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&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 meaningful advancement

This can be a 100% remote (WFH) position from anywhere within the continental US.

This team provides coverage from 5:00 am to 5:00 pm Arizona time, so your 8‑hour shift will fall between these hours.

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 role requires knowledge of company policies, procedures, and applicable state and federal laws and collaboration with all departments.

• 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 a 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.
• Other projects and tasks as assigned.

• 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.
• Salesforce experience preferred.

Hourly: $18.00 – $20.00

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