Account Support Representative 11:30a-8p

ACV•Buffalo, NY

About The Position

The Account Support Representative works closely with car dealerships across the U.S. to support ACV Auctions’ business solutions. In a team environment, the representative responds to inbound customer phone calls and emails, answers questions, and resolves customer challenges. The role reports directly to the Team Lead, Customer Service and supports customers by performing duties and tasks under minimal supervision. The schedule listed for the role is 11:30 a.m. to 8 p.m.

Requirements

Ability to read, write, speak, and understand English.
High school diploma or equivalent.
At least 1 year of administrative or customer service experience.
Strong collaboration, time management, influencing, and prioritization skills.
Ability to work independently and stay self-motivated.
Ability to adapt quickly to shifting priorities and assist others during the process.
Understanding of systems, CRMs, GSuite, and Microsoft Office.
Analytical thinking and problem-solving ability.
Written and oral communication ability, including the ability to communicate and effectively exchange information.
Ability to use a computer, type, navigate software applications, and use a mouse or track pad.
Ability to view and interpret information displayed on monitors, device screens, or physical mediums.
Ability to remain stationary for 50% or more of the workday.
Ability to push, pull, lift, or move up to 25 lbs. as needed.
Ability to work in an open-office space for most of the time.
Travel may be required as needed.

Nice To Haves

Fluency in Spanish.
A team-oriented approach that includes mentoring, collaborating with, and supporting the professional development of others.

Responsibilities

Consistently support efforts to simplify and enhance the customer experience.
Receive inbound calls from ACV customers.
Resolve customer inquiries using available resources, including Salesforce and internal ACV tools.
Make outbound calls to customers as needed to resolve issues.
Document activities, strategies, and efforts in Salesforce.
Provide pre- and post-sales support to encourage consistent repeat business.
Meet or exceed service-level agreements for issuing resolutions.
Understand ACV policies and procedures.
Work with departments including Titles, Payments, Transportation, and Arbitration to resolve customer inquiries.
Present ACV offerings, products, services, and new features to promote business.
Communicate professionally and courteously with business owners and decision makers.
Meet or exceed goals and key performance indicators set by management and the department.
Perform additional duties as assigned.