Sr Account Support Representative

ACV•Buffalo, NY

About The Position

The Sr Account Support Representative works with the team to provide an exceptional customer experience for car dealerships across the U.S. using ACV Auctions’ business solutions. The role collaborates with Account Support Representatives to coach and train colleagues, build rapport with internal and external customers, and manage escalations. It resolves complex customer situations professionally by partnering with customers and internal teams to meet service standards, while supporting team goals and customer experience excellence. This position reports to the Team Lead, Customer Service. The required schedule is Monday through Friday, 11:30 a.m. to 8:00 p.m.; partial Saturday work may also be required.

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 quickly to changing priorities and assist others during transitions.
Understanding of systems such as Salesforce, CRMs, GSuite, and Microsoft Office.
Familiarity with CRM and ticketing platforms such as Salesforce or NetSuite, and proficiency with Microsoft Office or Google Workspace.
Basic knowledge of performance metrics such as CSAT, SLA adherence, and quality scores, with willingness to use 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 at least 50% of the workday.
Ability to use a computer, including typing, navigating software applications, and using a mouse or trackpad.
Ability to push, pull, lift, or move up to 25 pounds 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 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.
Experience with payments or accounting software.

Responsibilities

Support efforts to simplify and enhance the customer experience.
Review team activities and performance reports to guide the handling of escalations.
Manage and resolve complex Tier III customer escalations promptly and effectively 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 as needed.
Coach and support teammates in developing their confidence, knowledge, and communication skills to achieve goals.
Identify customer needs and work toward 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.