Account Support Representative - Titles

ACV•Buffalo, NY

About The Position

The Account Support Representative - Titles ensures titles customer and dealership experience satisfaction for the Titles team. This role is responsible for growing and sustaining customer and dealership relationships, utilizing problem-solving, follow-up, and customer service skills. The Account Support Representative - Titles is a problem solver, working to resolve title-related problems, exploring avenues of resolution, and partnering with internal teams to enhance the customer experience. This role performs duties under established policies and procedures and requires limited supervision to strengthen titles customer experience and resolve day-to-day issues.

Requirements

High School Diploma required.
1 year relevant administrative or titles-related experience.
Ability to read, write, speak and understand English.
Effective communication and interpersonal skills
Problem-solving tactics
Detail orientation and time management
Titles/automotive experience preferred
Technical aptitude
Proven multitasking abilities.

Responsibilities

Actively and consistently support all efforts to simplify and enhance the customer experience.
Build and maintain relationships with Titles Clerks and dealership representatives, ensuring a positive customer experience and problem resolution.
Act as the point of contact for customers.
Receive inbound and initiate outbound calls to customers.
Proactively communicate with dealerships and customers to understand challenges around titles needs.
Provide resolution to day-to-day customer-related issues, utilizing processes and procedures to close process gaps and improve the customer experience.
Resolve customer inquiries utilizing DMV, industry, and regulatory agency publications, as well as internal tools.
Utilize tools and technology, including Salesforce and Tableau, to navigate customer inquiries and issues.
Leverage existing systems to support the customer relationship and experience.
Work cross-functionally with internal teams to support and nurture customer relationships, understanding resources available within the organization to enhance customer experience.
Partner with Outside and Inside Sales Teams to ensure customer satisfaction.
Manage and maintain a workload through established KPIs, dashboards, and physical documents.
Ensure proper validation and verification on all titles-related work, as risk assessment and quality assurance is imperative to this role.
Perform additional duties as assigned.