Account Support Representative 11:30a-8p

About ACV

ACV is a technology company that has revolutionized how dealers buy and sell cars online, transforming the automotive industry with data‑driven applications and solutions. We build the most trusted and efficient digital marketplace for sourcing, selling, and managing used vehicles, offering transparency and comprehensive insights.

The Account Support Representative works closely with car dealerships across the U.S. to support ACV Auctions' unique business solutions, handling inbound calls and emails, and collaborating with internal teams to resolve customer challenges.

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: at least 3 paid sick days (or as required by law), 6 paid company holidays, 2 floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other statutory paid leave
• Employee Stock Purchase Program with additional opportunities to earn company stock
• Retirement planning through the Company’s 401(k) plan

Responsibilities

• Actively and consistently support 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 ensure consistent repeat business
• Meet or exceed SLA’s for issue resolution
• Understand ACV policies and procedures
• Collaborate with other departments (Titles, Payments, Transportation, Arbitration) to resolve inquiries
• Present current ACV offerings, products, services, and new features to promote business
• Communicate professionally with business owners and decision makers
• 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 mindset with mentoring, collaboration, and support for colleagues’ professional development
• Strong collaboration, time‑management, influencing, and prioritization skills
• Self‑motivated and able to work independently
• Adapt quickly to shifting priorities and assist others as needed
• Fluent Spanish a plus
• Understanding of systems, CRMs, G Suite, and Microsoft Office
• Ability to remain stationary for 50 % or more of the workday
• Proficiency with computer use, typing, navigating software applications, and using a mouse or trackpad
• Capability to push, pull, lift, or move up to 25 lb as needed
• Analytical thinking and problem‑solving ability
• Strong written and oral communication skills
• Ability to effectively exchange information and interpret data displayed on monitors or other devices
• Comfort working in an open‑office environment for the majority of the time
• Travel may be required as needed

Our Values

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