*This position operates under the hours of 8 am – 5 pm PST. The ideal candidate for this role will reside in a PST time zone.

Who We Are: 

BacklotCars is an online marketplace for auto dealers and is changing the way they buy/sell wholesale vehicles. Through BacklotCars, auto dealers, auto finance, and rental car companies can transact without going to physical auctions. Our end-to-end solution is truly seamless for dealers, as BacklotCars provides vehicle inspections, transportation, and inventory finance. 

We are looking for individuals who share our growth mindset, and who are ready to execute ideas that will change an industry. If you are excited about marketplace growth and next-generation technology, we want to hear from you. 

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
• 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 

We’re Looking For: 

A Bilingual Customer Support Representative (CSR) who will be responsible for providing superior technical support and troubleshooting for BacklotCars’ 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 BacklotCars’ 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 BacklotCars platform and offerings.

Must Have’s: 

• 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 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