Sr Appeals Specialist

ACV • Buffalo, NY

1d

About The Position

ACV is a technology company that has revolutionized how dealers buy and sell cars online, 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, 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)

Requirements

• High School Diploma required.
• Ability to read, write, speak and understand English.
• Ability to be self-motivated and able to work independently.
• Adapt quickly to shifting priorities and assists others in doing so.

Nice To Haves

• Bachelor’s degree preferred.
• 2-4 years’ mechanical experience or related strongly preferred.
• Experience with Salesforce or other CRM strongly preferred.
• Automotive auction experience strongly preferred.

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Receive requests from ACV teammates who need an escalation path to resolve hard to solve situations and jump in quickly to resolve.
• Advocate fairly for dealers with internal ACV teams such as titles, transportation, arbitration, payments while also properly representing ACV’s policies and best interests.
• Influence ACV Teammates and dealers to get issues to resolution as quickly and cleanly as possible.
• Constantly work cross functionally with ACV Teammates to build and maintain high quality, genuine relationships to be the best positioned to be effective and efficient in resolving customer escalations in a timely manner.
• Identify process improvement opportunities by regularly reporting out key escalations, process failures, with analytics around frequency, impact, and resolution times.
• Be thoroughly familiar with procedures for handling all aspects of customer service and arbitration.
• Resolve any customer complaints in a friendly, courteous manner. Advise management of all serious complaints.
• The ability to have a higher level of conversation with the customer in regard to pattern failure repair processes on a mechanical side and the ability to requote a claim as needed with experience using labor guide books, i.e., “Mitchell”
• Evaluate arbitration differences in regard to payout versus policy in a polite and distinct manner, making sure that each customer is aware of sale regulations.
• Research and recommend options and resolutions to the Arbitration Manager as well as Dealer Success manager in regard to a potential re adjustment pending claim validates and payouts. (ex: mechanical repair, transportation costs, etc.)
• Communicates final decisions to both buyer and seller and coordinates the post-auction process (ex. unwinding deals, price negotiation, transportation returns, etc.)
• Understand and enforce the ACV Arbitration policies and procedures.
• Act as a resource for the team, providing guidance on escalations and coordinating prioritization of tasks.
• Ensure individual goals and KPIs are being met while contributing to the continuous improvement of the team through providing guidance and support.
• 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: Mid Level
• Education Level: High school or GED