Account Support Representative 11:30a-8p

ACV • Buffalo, NY

3d

About The Position

The Account Support Representative works with car dealerships across the United States to support ACV Auctions’ business solutions. This customer-facing role handles inbound calls and emails, answers questions, and helps resolve customer challenges while supporting customers in a team environment. The position reports directly to the Team Lead, Customer Service, and performs its duties under minimal supervision.

The role provides pre- and post-sales support, resolves customer inquiries using Salesforce and internal tools, documents customer interactions, and collaborates with other departments to address issues. Representatives are expected to meet service-level agreements and management-set goals and KPIs while communicating professionally with business owners and decision makers.

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 to shifting priorities and assist others.
• Understanding of systems, CRMs, GSuite, and Microsoft Office.
• 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 track pad.
• Ability to push, pull, lift, or move up to 25 lbs. as needed.
• Analytical thinking and problem-solving ability.
• Written and oral communication ability, including effectively exchanging information.
• 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.
• Travel may be required as needed.

Nice To Haves

• Fluency in Spanish.

Responsibilities

• Support efforts to simplify and improve 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 and follow 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.

Benefits

• Multiple medical plans, including a high-deductible, low-cost health plan.
• Company-sponsored paid short-term disability, long-term disability, and life insurance.
• Optional dental, vision, supplemental life/AD&D, legal/identity protection, accident, and critical illness insurance.
• Paid sick leave, including at least three paid sick days or leave in accordance with applicable law.
• Six paid company holidays and two floating holidays.
• Parental, bereavement, jury duty, and voting leave, plus other paid leave required by law or regulation.
• Employee Stock Purchase Program and additional opportunities to earn company stock.
• 401(k) retirement plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED