11:30a-8p Account Support Representative

ACV•Buffalo, NY

About The Position

The Account Support Representative works with car dealerships across the U.S. to support ACV Auctions’ business solutions. The role handles inbound customer calls and emails, answers questions, and resolves customer challenges in a team environment. The representative reports directly to the Team Lead, Customer Service, and performs duties under minimal supervision. The required schedule is Monday through Friday, 11:30 a.m. to 8 p.m. The role provides pre- and post-sales support, documents customer interactions in Salesforce, meets service-level and performance goals, and collaborates with internal departments to resolve inquiries. Travel may be required as needed.

Requirements

Ability to read, write, speak, and understand English.
High school diploma or equivalent.
One 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 changing 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 exchange information effectively.
Ability to remain stationary for 50% or more of the workday.
Ability to use a computer, including typing, navigating software applications, and using a mouse or trackpad.
Ability to push, pull, lift, or move up to 25 lbs. as needed.
Ability to view and interpret information displayed on monitors, device screens, or physical mediums.
Ability to work in an open-office space for most of the time.

Nice To Haves

Fluency in Spanish.

Responsibilities

Actively 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 issue resolution.
Understand ACV policies and procedures.
Work with Titles, Payments, Transportation, Arbitration, and other departments 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 KPIs set by management and the department.
Perform additional duties as assigned.