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About the Role
The Account Support Representative - Titles ensures customer and dealership satisfaction for the Titles team by growing and sustaining relationships, utilizing problem-solving, follow-up, and customer service skills. This role resolves title-related problems, explores avenues of resolution, and partners with internal teams to enhance the customer experience.
Responsibilities
- Actively and consistently support all efforts to simplify and enhance the customer experience.
- Build and maintain relationships with Titles Clerks and dealership representatives, ensuring a positive customer experience and problem resolution.
- Act as the point of contact for customers.
- Receive inbound and initiate outbound calls to customers.
- Proactively communicate with dealerships and customers to understand challenges around titles needs.
- Provide resolution to day-to-day customer-related issues, utilizing processes and procedures to close process gaps and improve the customer experience.
- Resolve customer inquiries utilizing DMV, industry, and regulatory agency publications, as well as internal tools.
- Utilize tools and technology, including Salesforce and Tableau, to navigate customer inquiries and issues.
- Leverage existing systems to support the customer relationship and experience.
- Work cross-functionally with internal teams to support and nurture customer relationships, understanding resources available within the organization to enhance customer experience.
- Partner with Outside and Inside Sales Teams to ensure customer satisfaction.
- Manage and maintain a workload through established KPIs, dashboards, and physical documents.
- Ensure proper validation and verification on all titles-related work, as risk assessment and quality assurance is imperative to this role.
- Perform additional duties as assigned.
Requirements
- High School Diploma required.
- 1 year relevant administrative or titles-related experience.
- Ability to read, write, speak and understand English.
- Titles/automotive experience preferred.
Skills
- Effective communication and interpersonal skills
- Problem-solving tactics
- Detail orientation and time management
- Technical aptitude
- Proven multitasking abilities.
Experience Level
- 1 year relevant administrative or titles-related experience
Education Level
- High School Diploma
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.
- 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, 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.