Institutional Account Representative (hybrid)

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 

Who we’re looking for:
Are you ready to be part of a dynamic team in the automotive industry? OPENLANE, a leader in automotive remarketing, is looking for an Institutional Account Representative with experience in providing exceptional customer support and effective communication. You will be involved in assisting customers with transport orders, maintaining accurate data, and ensuring timely updates. In this role, you will have the opportunity to use your organizational skills, attention to detail, and problem-solving abilities to manage transport requests and maintain customer satisfaction. The ideal candidate will have experience in customer service, data management, and operational communication.

Where You Work:

Your work is performed as a hybrid employee, with in-office requirements on Tuesdays and Thursdays at our Mesa, AZ.

You Are:

• Customer-Focused. Your primary focus is on understanding and meeting the needs of our customers. You go the extra mile to ensure their satisfaction and happiness.

• Effective Communicator. You possess strong communication skills, both verbal and written, allowing you to articulate solutions clearly and concisely.

• Adaptable. You are flexible and can easily adapt to changes in procedures, priorities, and technology. 

• Resolute. You strive for excellence to obtain First Contact Resolution by identifying issues, understanding requests, determining the root cause, and then selecting or explaining the solution clearly and effectively. 

You Will:

• Monitor online and in-person transport orders, providing updates and information to consigners on the status of their transport orders.

• Handle an average of 80 to 100 inbound calls daily, providing prompt and professional assistance to customers.

• Ensure accurate data entry in the interactive platform, addressing discrepancies and updating orders as needed.

• Process and organize inbound transport requests via phone and email, ensuring timely communication and resolution.

• Maintain constant communication with other transportation teams to proactively identify and track possible issues with automotive transport orders.

• Actively enter data into customer spreadsheets throughout the day, keeping records intact and up-to-date for customer review.

• Perform other duties as assigned by your Supervisor.

You Have:

• High School Diploma or GED

• 2+ years of experience in a call center environment 

• Excellent interpersonal skills with proven ability to influence, defuse, reconcile, and remedy customer issues (conflict resolution) to create a win-win solution.

• Strong ability to establish and maintain effective working relationships with co-workers, supervisors, and vendors.

• Exceptional active listening skills, with the ability to restate and communicate effectively in both written and verbal forms.

• Proficiency in prioritizing, multitasking, and managing tasks in a fast-paced environment.

• Proven problem-solving and decision-making skills, with a focus on meeting deadlines.

• Preferred Experience: Auction or transportation industry experience.

• Familiarity with Google Suite tools.

Nice to Have’s:

• Experience working in a transportation or logistics role.

• Advanced organizational skills with an emphasis on data accuracy and documentation.

• Previous experience in cross-functional team communication.

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