Account Support Representative 11:30a-8p

ACV • Buffalo, NY

2d • Onsite

About The Position

ACV is a technology company that has revolutionized how dealers buy and sell cars online. We are transforming the automotive industry. ACV Auctions Inc. (ACV), has applied innovation and user-designed, data driven applications and solutions. We are building the most trusted and efficient digital marketplace with data solutions for sourcing, selling and managing used vehicles with transparency and comprehensive insights that were once unimaginable. We are disruptors of the industry and we want you to join us on our journey. Our network of brands include ACV Auctions, ACV Transportation, ClearCar, MAX Digital and ACV Capital within its Marketplace Products, as well as, True360 and Data Services.

At ACV we focus on the Health, Physical, Financial, Social and Emotional Wellness of our Teammates and, to support this, we offer:
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, 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)

The Account Support Representative works closely with car dealerships from across the U.S. to support ACV Auctions' unique business solutions. The Account Support Representative will receive inbound phone calls and emails from customers and help answer their questions and solve challenges they may have. This role will interact with and support customers through their day in a team environment. The Account Support Representative reports directly to the Team Lead, Customer Service, supports customers through performing duties and tasks under minimal supervision.
Please note the required scheduled for this position is 11:30a-8p Monday-Friday

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.

Nice To Haves

• Fluent Spanish a plus.
• Ability to work in an open-office space for a majority of the time.
• Travel may be required as needed.

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, 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