Sr Account Support Representative

ACV • Buffalo, NY

4d

About The Position

The Sr Account Support Representative supports an exceptional customer experience for car dealerships using ACV Auctions’ business solutions. Working closely with the team, this role helps coach and train Account Support Representatives, builds rapport with internal and external customers, and manages escalations to maintain customer service standards and team goals. The position reports directly to the Team Lead, Customer Service.

The role handles complex Tier III customer concerns, reviews team activities and performance, conducts contact quality reviews and call assessments, and facilitates staff training and development. It also works across departments to resolve customer cases and identifies opportunities to improve customer service and workflows. The required schedule is Monday through Friday, 11:30 a.m. to 8 p.m.; the posting also notes the ability to work partial days on Saturdays. Travel may be required as needed.

Requirements

• High school diploma or GED.
• Three years of experience in an administrative or customer service role.
• Ability to read, write, speak, and understand English.
• Strong collaboration, time-management, influencing, and prioritization skills.
• Ability to work independently and remain self-motivated.
• Ability to adapt to shifting priorities and assist others through changes.
• Understanding of systems including Salesforce, CRMs, GSuite, and Microsoft Office.
• Familiarity with CRM and ticketing platforms such as Salesforce or NetSuite, and proficiency in Microsoft Office or Google Workspace.
• Basic knowledge of performance metrics such as CSAT, SLA adherence, and quality scores, and willingness to apply feedback to improve performance.
• Analytical, detail-oriented approach and ability to identify issues and escalate them appropriately.
• Adaptability in a fast-paced, evolving environment and willingness to learn new tools and processes.
• 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.
• Ability to work partial days on Saturdays.
• Travel may be required as needed.

Nice To Haves

• Title and/or licensing experience preferred.
• Experience with payments or accounting software is a plus.

Responsibilities

• Support efforts to simplify and enhance the customer experience.
• Review day-to-day team activities and performance reporting, and provide guidance on escalations.
• Manage and resolve complex Tier III customer escalations in a timely and effective manner while maintaining customer satisfaction.
• Conduct contact quality reviews for ASR I and II representatives, provide detailed feedback, and ensure adherence to company standards, policies, and best practices.
• Assess AI-assisted and manual calls to evaluate performance, identify improvement opportunities, and maintain consistency across customer interactions.
• Facilitate training for new hires and existing staff, including ongoing development and additional training support.
• Support teammates in building confidence, knowledge, and communication skills to achieve goals.
• Identify and assess customers’ needs to achieve customer satisfaction.
• Build rapport with internal and external customers and promote teamwork.
• Manage large volumes of calls and emails.
• Identify opportunities to improve workflow effectiveness and efficiency.
• Use creative problem-solving to resolve escalated customer concerns.
• Work with other departments to resolve customer cases efficiently.
• 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 leave, company holidays, floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other paid leave as required by applicable law or regulation.
• Employee Stock Purchase Program, with additional opportunities to earn company stock.
• 401(k) retirement plan.

What This Job Offers

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