11:30a-8p Account Support Representative

ACV • Buffalo, NY

1d

About The Position

The Account Support Representative works with car dealerships across the United States to support ACV Auctions’ business solutions. The role receives inbound phone calls and emails, answers customer questions, resolves challenges, and provides support throughout the customer’s day as part of a team. 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 8:00 p.m. The position may require travel as needed.

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 during the process.
• 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 the ability to communicate and effectively exchange 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.

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 issuing resolutions.
• Understand ACV policies and procedures.
• Work with departments such as Titles, Payments, Transportation, and Arbitration to resolve customer inquiries.
• Present current 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/ID protection, accident, and critical illness insurance.
• Paid sick days, paid company holidays, floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other paid leave as required by law.
• Employee Stock Purchase Program and additional opportunities to earn company stock.
• Company 401(k) retirement plan.
• Learning and development opportunities.

What This Job Offers

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