Customer Solutions Specialist (M-F 11:00am - 8:00pm 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:
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

We’re Looking For:
We are seeking a Customer Solutions Specialist with experience in managing client interactions and handling multiple tasks in a fast-paced environment. You will be part of a customer support and service team responsible for providing exceptional customer service and resolving client issues. You will be involved in de-escalating client concerns, managing task prioritization, and maintaining detailed records. In this role, you will have the opportunity to use your experience in customer service, problem-solving, and professional communication. The ideal candidate will have a proven track record of effectively handling client interactions and demonstrating strong organizational skills.

You Are:
Adept at Communication: You possess excellent verbal and interpersonal skills, communicate clearly and professionally, and are willing to ask questions to ensure understanding. You are skilled in active listening, phone etiquette, and de-escalating heated conversations.
Highly Organized and Efficient: You excel at multitasking, prioritizing, and managing your time effectively, even in high-volume situations. You are goal and process-driven, with a strong attention to detail, recollection, and note-taking.
A Proactive Problem-Solver: You are self-directed, take ownership of problems, and think outside the box to find solutions. You demonstrate strong problem-solving skills, including conflict resolution and critical thinking.
Adaptable and Collaborative: You are approachable, collaborative, flexible, and willing to embrace change. You take direction and feedback positively and eagerly learn new skills.
Committed to Professionalism and Quality: You demonstrate professionalism in all interactions and are quality and results-driven. You are also committed to security awareness and adhering to policies and procedures.
Tech-Savvy and Resourceful: You are proficient in web crawling/search and business terminology. You are eager to learn and be an active participant in training individuals or groups.

You Are:
Manage and resolve client inquiries and issues, including de-escalating difficult situations.
Prioritize and organize tasks to meet deadlines and maintain high-quality service.
Accurately document client interactions and maintain detailed records.
Collaborate with team members to achieve common goals and improve processes.
Utilize web search and other resources to find information and resolve problems.
Train new team members and contribute to a positive learning environment.

Must Have:
Bachelor’s degree or equivalent work experience
3-5 years of customer service/contact center experience
Completed all pre-requisite training and courses associated with the Support Agent position
Ability to present to various audiences
Google Workspace experience
Five9, Salesforce, and Slack experience

Nice to Have:
General automotive knowledge
Prior experience with OPENLANE Customer Support Platforms

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

Compensation Range of

Hourly: $22.00 - $25.00