Customer Success Specialist
S&P Global
Customer Support Representative
OPENLANE
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $17 - $19 per hour
Job Level
JuniorMid-Level
About the role
- 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.
Requirements
- Bachelor’s degree or equivalent work experience
- 2 + years customer service / contact center experience
- 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
Benefits
- 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
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootinghardwaresoftwarenetwork issuesanalytical skillsproblem-solving skillsweb crawlingsearch experienceproduct knowledgedocumentation
Soft skills
communicationcustomer serviceempathyactive listeningcreativitytime managementmulti-taskingself-directed learningcoachingdecision-making
