Institutional Account Representative (hybrid)

About the position

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.

Responsibilities

• 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.

Requirements

• 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.

Nice-to-haves

• Preferred Experience: Auction or transportation industry experience.
• Familiarity with Google Suite tools.
• 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.

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