Customer Service - Product Support Specialist

ACV • Chicago, IL

1d • $21 - $24

About The Position

The Customer Service - Product Support Specialist manages and facilitates the launch of new features and products to grow ACV’s dealer business. The role is part of a team responsible for emerging products and supports dealer partners through product demonstrations, implementation, training, ongoing support, and troubleshooting. The specialist serves as a customer advocate, using communication, creative thinking, and problem-solving skills to drive dealer satisfaction. The ideal candidate can address ambiguous operational problems, develop strategic solutions, and translate those solutions into action.

Requirements

• Bachelor’s degree required.
• Three years of experience in sales, account management, product management, product operations, or customer support.
• Ability to read, write, speak, and understand English.
• Flexibility and willingness to adapt to multiple demands, ambiguity, and rapid change.
• Keen attention to detail and ability to manage competing priorities simultaneously.
• Excellent interpersonal skills, with the ability to communicate effectively and collaborate in a team environment.
• Strong communication skills for understanding customer needs, articulating product benefits, and building confidence in a positive outcome.
• Proficiency with Microsoft Excel, including comfort working with spreadsheets and formulas.
• Hands-on experience working in Salesforce CRM.

Responsibilities

• Support efforts to simplify and enhance the customer experience.
• Conduct product demonstrations for vetted dealer partners and explain the benefits of ACV enhanced technology.
• Complete dealer product technology onboarding, including system setup, training, and coordination of the first inspection with Vehicle Condition Inspectors.
• Lead product deployment and integration with dealer partners and provide ongoing support and service.
• Monitor, manage, and build relationships with internal and external stakeholders.
• Educate internal and external stakeholders on the best applications of the product.
• Address product challenges with dealer partners and escalate issues to appropriate parties when required.
• Recommend or implement solutions to mitigate future risks and issues.
• Identify program and process optimization opportunities and take cross-functional action to implement improvements.
• Perform other 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 time off, including sick days, six paid company holidays, two 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.
• 401(k) retirement plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level