Bilingual Customer Support Representative

Bilingual Customer Support Representative

At Openlane we make wholesale easy so our customers can be more successful. We're a technology company building the world's most advancedand uncomplicateddigital 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.

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 haves : 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 haves : 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.

Compensation Range of Hourly : $19.00 - $23.00