Who We Are:
At OPENLANE, we simplify the wholesale process to empower our customers’ success.

We are a forward-thinking technology company dedicated to crafting the most sophisticated yet straightforward digital marketplace for used vehicles. Our data-driven approach enhances the buying and selling experience, offering clear, actionable insights that are easy to understand and implement. We thrive on innovation, propelling the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial drive.

Our Values:

• Driven Waybuilders: We embrace challenges that ignite our creativity and innovation.
• Relentless Curiosity: We continuously strive to refine and elevate our customers’ experiences.
• Smart Risk-Taking: We leverage data and experience to transform risks into meaningful progress.
• Fearless Ownership: We commit to delivering on our promises while learning and evolving with each step.

What We Offer:

• Competitive compensation
• Comprehensive medical, dental, and vision coverage with employer contributions to HSA (US) and FSA options
• A 401K (US) or RRSP (Canada) plan with immediate vesting and company matching
• Paid vacation, personal days, and sick leave
• Paid maternity and paternity leave (US)
• Employer-covered short-term and long-term disability, life insurance, and AD&D (US)
• A robust Employee Assistance Program
• An employer-paid Leap into Service Day for volunteer work
• Tuition reimbursement for approved educational programs
• Opportunities for professional development in a publicly traded, global organization
• A culture that promotes internal advancement, diverse career paths, and meaningful growth

This is a Remote position in Canada.
Business hours are Monday to Friday from 7:00 am to 8:00 pm EST and Saturday from 8:00 am to 6:00 pm EST. Agents will work an 8.5-hour shift, totaling a 40-hour work week during operational hours.

We’re Looking For:
We’re on the hunt for a Bilingual Technical Customer Service Agent with a knack for delivering outstanding customer support and troubleshooting expertise. Join our Global Customer Service Team, where you’ll play a key role in ensuring customer satisfaction and resolving issues efficiently. Your experience will help prioritize customer needs, tackle problems quickly, and maintain a customer-centric approach. Candidates must be adept at navigating multiple software systems to strive for first-touch resolution and possess over 2 years of experience in customer service or technical support, with the capability to understand our product offerings deeply.

You Are:

• Customer-Focused: Your top priority is to understand and meet customers’ needs, going the extra mile for their satisfaction.
• An Effective Communicator: You have strong verbal and written communication skills, allowing you to convey solutions clearly and succinctly.
• Adaptable: You readily embrace changes in procedures, technology, and priorities, effectively managing multiple systems while assisting customers.
• Resolute: You seek excellence by aiming for first-contact resolution, identifying issues, understanding requests, determining root causes, and clearly articulating solutions.
• Technically Proficient: You have a solid understanding of technical troubleshooting, including site navigation and application functionality, enabling you to assist customers effectively.

You Will:

• Respond to inbound customer inquiries with accuracy and promptness.
• Make outbound calls to address customer issues, ensuring a positive experience.
• Engage across various communication channels, including chat, written cases, and phone calls.
• Collaborate with cross-functional teams to speed up issue resolution and improve customer experiences.
• Provide technical assistance, addressing site navigation, login challenges, permissions, and platform functionality.
• Utilize CRM software, specifically GDC Salesforce, along with a Contact Center telephony system to manage customer interactions.
• Manage approximately 60 to 100 interactions daily, maintaining quality standards across all communications.

Must Haves:

• Bilingual in French/English, both written and spoken
• At least 3 years of customer service or technical support experience
• Bachelor’s degree in business or a related field (equivalent experience may be considered)
• Proven proficiency in managing customer inquiries, resolving issues, and handling expectations
• Excellent organizational and time management abilities
• Technical troubleshooting skills within SaaS applications and proficiency in using multiple applications concurrently
• Strong verbal and written communication capabilities
• Experience with Salesforce or similar CRM systems and Contact Center telephony

Nice to Haves:

• Familiarity with CRM software for customer interaction tracking
• Previous experience in the automotive industry
• Knowledge of our specific product offerings

Do you think this role aligns with your skills and aspirations? Apply now—we look forward to connecting with you!

Il s’agit d’un poste à distance au Canada.
Heures d’ouverture: Du lundi au vendredi, de 7 h à 20 h, heure de l’Est; le samedi, de 8 h à 18 h, heure de l’Est. Les agents auront un horaire de 8,5 heures par quart de travail, totalisant une semaine de travail de 40 heures pendant les heures d’ouverture.

Ce que nous recherchons:
Nous sommes à la recherche d’un agent au service à la clientèle technique bilingue ayant de l’expérience dans la prestation d’un service à la clientèle exceptionnel et le dépannage. Vous ferez partie d’une équipe mondiale de service à la clientèle, responsable de la satisfaction de la clientèle et de la résolution des problèmes. Dans ce rôle, vous aurez l’occasion de mettre à profit votre expérience pour prioriser les besoins des clients, résoudre les problèmes rapidement et adopter une approche positive centrée sur le client. Vous devez être capable de naviguer dans plusieurs systèmes et logiciels pour réussir à résoudre les problèmes dès le premier contact. Le candidat idéal aura au moins trois ans d’expérience en service à la clientèle ou en assistance technique et sera en mesure d’acquérir une solide compréhension de nos offres de produits.

Votre profil:

• Axé sur le client : Votre objectif principal est de comprendre et de répondre aux besoins de nos clients.
• Communicateur efficace : Vous possédez de solides compétences en communication, tant à l’oral qu’à l’écrit.
• Adaptable : Vous êtes flexible et vous pouvez gérer les changements de procédures, de priorités et de technologies.
• Résolu : Vous visez l’excellence pour obtenir une résolution dès le premier contact.
• Compétent sur le plan technique : Vous avez une bonne compréhension du dépannage technique et pouvez aider les clients à résoudre les problèmes.

Vos tâches:

• Traiter les demandes des clients entrants et fournir des réponses précises.
• Effectuer des appels sortants pour répondre aux préoccupations des clients.
• Travailler dans plusieurs canaux, y compris le chat et les appels téléphoniques.
• Collaborer avec des équipes interfonctionnelles pour améliorer l’expérience client.
• Assister les clients dans le dépannage technique et la navigation sur le site.
• Utiliser un logiciel de CRM pour suivre les interactions avec les clients et gérer les dossiers.
• Gérer environ 60 à 100 interactions par jour, y compris les appels et les messages.

Cliquez pour postuler. Nous sommes impatients de vous entendre !