11:30a-8p Account Support Representative

About the role

The Account Support Representative works closely with car dealerships across the U.S. to support ACV Auctions' unique business solutions. This role receives inbound phone calls and emails from customers, answers questions, and resolves challenges in a team environment. The position reports directly to the Team Lead, Customer Service and performs duties 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 all available 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 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 year of administrative or customer service experience.
• Team player with a mentoring, collaborative mindset that supports the professional development of others.
• Strong collaboration, time management, influencing, and prioritization skills.
• 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 a computer, including typing, navigating software applications, and using a mouse or trackpad.
• 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.

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: Dental, Vision, Supplemental Life/AD&D, Legal/ID Protection, and Accident and Critical Illness Insurance.
• Generous paid time off: the greater of 3 paid sick days or applicable state/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 law.
• Employee Stock Purchase Program with additional opportunities to earn company stock.
• Retirement planning through the company’s 401(k) plan.

Schedule

Monday–Friday, 11:30 a.m.–8:00 p.m.

Values

• Trust & Transparency
• People First
• Positive Experiences
• Calm Persistence
• Never Settling