Account Support Representative 11:30a-8p

ACV • Buffalo, NY

19h • Onsite

About The Position

ACV is a dynamic technology company that has revolutionized how dealers buy and sell cars online, transforming the automotive industry with innovative, user-designed, data-driven applications. They are building a trusted and efficient digital marketplace for sourcing, selling, and managing used vehicles with transparency and comprehensive insights. The Account Support Representative works closely with car dealerships across the U.S. to support ACV Auctions' unique business solutions. This role involves receiving inbound phone calls and emails from customers, answering questions, and solving challenges in a team environment, operating under minimal supervision.

Requirements

• Ability to read, write, speak, and understand English.
• High School Diploma or equivalent required
• 1 years administrative or customer service experience
• Team Player at heart - mentoring, collaborating with and supporting the professional development of those around you.
• Strong collaboration, time management, influencing and prioritization skills are critical to the success of this role.
• Ability to be self-motivated and able to work independently.
• Adapt quickly to shifting priorities and assist others during the process.
• Understanding of systems, CRMs, GSuite and Microsoft Office.
• Must be able to remain in a stationary position for 50% or more of the work day.
• Ability to use computer, including typing, navigating software applications, and using a mouse or track pad.
• Able to push, pull, lift, or move up to 25 lbs. as needed.
• Analytical thinking and problem-solving ability.
• Written and oral communication ability.
• Ability to communicate and effectively exchange information.
• Ability to view and interpret information displayed on monitor(s), device screen(s), or physical mediums.
• Ability to work in an open-office space for a majority of the time.
• Travel may be required as needed.

Nice To Haves

• Fluent Spanish a plus.

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Receive inbound calls from ACV customers.
• Resolve customer inquiries by using all the resources available such as Salesforce and internal ACV tools.
• Perform outbound calls to ACV customers as needed to resolve issues.
• Document activities, strategies and efforts within Salesforce.
• Provide pre- and post-sales support to customers to ensure consistent repeat business.
• Meet or exceed SLA’s to issue resolutions.
• Understand ACV policies and procedures.
• Work with other departments to resolve customer inquiries, including Titles, Payments, Transportation and Arbitration
• Present current ACV offerings, products, services and newest features to promote business.
• Communicate with business owners and decision makers in a professional and courteous manner.
• Meet or exceed all 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
• Comprehensive optional benefits such as Dental, Vision, Supplemental Life/AD&D, Legal/ID Protection, and Accident and Critical Illness Insurance
• Generous paid time off options, including uncapped vacation days, the greater of 3 paid sick days or in accordance with the applicable state or local paid sick leave law, 6 paid company holidays, 2 floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other forms of paid leave as required by applicable law or regulation
• Employee Stock Purchase Program with additional opportunities to earn stock in the Company
• Retirement planning through the Company’s 401(k)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees