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About the Role

The Account Support Representative works closely with car dealerships from across the U.S. to support ACV Auctions' unique business solutions. This role will interact with and support customers through their day in a team environment and reports directly to the Team Lead, Customer Service.

Responsibilities

Actively and consistently support all efforts to simplify and enhance the customer experience.
Receive inbound calls from ACV customers.
Resolve customer inquiries by using all the resources available 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 SLA’s to issue resolutions.
Understand ACV policies and procedures.
Work with other departments to resolve customer inquiries, including Titles, Payments, Transportation and Arbitration.
Present current ACV offerings, products, services and newest features to promote business.
Communicate with business owners and decision makers in a professional and courteous manner.
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 years administrative or customer service experience.
Team Player at heart - mentoring, collaborating with and supporting the professional development of those around you.
Strong collaboration, time management, influencing and prioritization skills are critical to the success of this role.
Ability to be self-motivated and able to work independently.
Adapt quickly to shifting priorities and assist others during the process.
Fluent Spanish a plus.
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 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.
No immigration or work visa sponsorship provided for this position.

Skills

Salesforce
GSuite
Microsoft Office

Work Type

Onsite

Experience Level

1 year

Education Level

High School Diploma or equivalent

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.
We are 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.

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.