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About the Role

The Account Support Representative works closely with car dealerships across the U.S. to support ACV Auctions' unique business solutions by handling inbound calls and emails, answering questions, and solving customer challenges in a team environment. This role reports directly to the Team Lead, Customer Service and operates under minimal supervision.

Responsibilities

Actively and consistently support all efforts to simplify and enhance the customer experience.
Receive inbound calls from ACV customers.
Resolve customer inquiries using resources 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 SLAs for issue resolutions.
Understand ACV policies and procedures.
Work with other departments (Titles, Payments, Transportation, Arbitration) to resolve customer inquiries.
Present current ACV offerings, products, services, and newest features to promote business.
Communicate with business owners and decision makers professionally and courteously.
Meet or exceed all goals and KPIs set by management and the department.
Perform additional duties as assigned.

Requirements

Ability to read, write, speak, and understand English.
High School Diploma or equivalent required.
1 year of administrative or customer service experience.
Team Player mentality with a focus on mentoring, collaborating, and supporting professional development.
Strong collaboration, time management, influencing, and prioritization skills.
Ability to be self-motivated and work independently.
Adapt quickly to shifting priorities and assist others.
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 a 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.
Ability to work in an open-office space for a majority of the time.
Travel may be required as needed.

Skills

Fluent Spanish a plus.

Location

U.S.

Work Type

Full-time

Experience Level

1 year administrative or customer service experience

Education Level

High School Diploma or equivalent

Salary/Compensations

Compensation range for this position is listed in the "Job Details" section at the bottom of this posting. Final compensation will be determined based upon the applicant's relevant experience, skillset, location, business needs, market demands, and other factors as permitted by law.

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)

About the Company

ACV is a technology company that has revolutionized how dealers buy and sell cars online, transforming the automotive industry.
ACV Auctions Inc. (ACV) applies innovation and user-designed, data-driven applications and solutions to build the most trusted and efficient digital marketplace with data solutions for sourcing, selling, and managing used vehicles with transparency and comprehensive insights.
ACV is a disruptor of the industry.
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.

Equal Opportunity

At ACV, we are committed to an inclusive culture in which every individual is welcomed and empowered to celebrate their true selves.
We achieve this by fostering a work environment of acceptance and understanding that is free from discrimination.
ACV is committed to being an equal opportunity employer regardless of sex, race, creed, color, religion, marital status, national origin, age, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic.
We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
If you have a disability or special need that requires reasonable accommodation, please let us know.
No immigration or work visa sponsorship provided for this position.