Senior Customer Service Representative-Remote

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.

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

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 rapid advancement

Support inbound inquiries from internal and external customers as they interact with our online tools, products, and services

Follow up or initiate outbound calls related to titles, vehicles, etc. to ensure our customers are provided information when time is of the essence

Tenacious in resolving product or service problems by identifying issues quickly, clarifying the customer’s request, determining the cause of the problem, and selecting/explaining the best solution to solve the problem with the goal of attaining First Contact Resolution

Handle and resolve escalated and advanced customer issues that require advanced product knowledge or technical expertise

Partner across various departments to quickly and seamlessly meet customer service levels

Pro-actively provide ongoing and specific feedback to Supervisors and other business leaders regarding customer issues or system functionality impeding the client’s ability to transact

Actively contribute to the team effort by exceeding customer expectations and maintaining a positive and contagious attitude with co-workers and customers

Collect and provide accurate, valid, and detailed information by using the right methods/tools and following procedures for creating cases in Salesforce CRM including entering accurate, concise case notes

Actively participate and sometimes leads team discussions and activities

Leveraging evolving technology platforms, tools and internal products and procedures

Mentor other support agents on best practices and processes

Support other projects and tasks as assigned

Bachelor’s degree or equivalent work experience required

2+ years customer service / contact center experience

General automotive knowledge preferred