Customer Experience Analyst I

About the company

ACV is a technology company that has revolutionized how dealers buy and sell cars online. We are transforming the automotive industry by building the most trusted and efficient digital marketplace with data solutions for sourcing, selling, and managing used vehicles. Our network of brands includes ACV Auctions, ACV Transportation, ClearCar, MAX Digital, ACV Capital, True360, and Data Services.

We hire people who share our passion, bring innovative ideas to the table, and enjoy a collaborative atmosphere. We focus on the health, physical, financial, social, and emotional wellness of our teammates.

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, including:
  • The greater of 3 paid sick days or in accordance with state/local paid sick leave law
  • 6 paid company holidays
  • 2 floating holidays
  • Parental leave
  • Bereavement leave
  • Jury duty leave
  • Voting leave
  • Other forms of paid leave as required by law
• Employee Stock Purchase Program with additional opportunities to earn stock in the company
• Retirement planning through the company’s 401(k)

About the role

The Analyst I, Customer Experience role is a critical position in the Customer Experience (CX) department and reports directly to the Sr Manager, Operations & CX. As a Customer Experience Analyst I, you will keep a pulse on customer sentiment by triaging internal and external customer concerns, executing meaningful survey feedback follow-up, and root cause tagging. You will play a pivotal role in ensuring seamless customer interactions by facilitating communication channels and supporting the implementation of customer-centric initiatives.

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience
• Develop an understanding of the company, industry, and ACV dealer customers
• Establish and maintain a sharp understanding of customer needs and competitive offerings
• Respond promptly to customer feedback through various channels, including review forums (e.g., Google Business, Apple Store, Google Play), email, phone, chat, and social media
• Professionally triage issues presented by internal or external customers to expedite resolution
• Respond to customer feedback on cadenced customer surveys and triage related issues in a timely manner
• Have meaningful conversations with customers to understand the root cause for expressed concerns and ensure feedback points are tagged accordingly
• Educate and manage expectations with customers as needed
• Participate in ad-hoc Voice of Customer (VOC) campaigns to derive customer insights on specific topics of inquiry
• Collaborate with cross-functional teams to ensure consistent and effective communication with customers on issues
• Maintain comprehensive documentation of customer interactions, feedback, and resolutions
• Identify and suggest improvements to management for existing customer service, operations, and sales processes to enhance efficiency and effectiveness
• Track and follow up on customer complaints or concerns, ensuring timely and satisfactory resolution
• Utilize customer relationship management (CRM) software and other tools to track customer interactions and support efficient workflows
• Recommend to management customer advocates who can positively influence the company's reputation through testimonials, case studies, or referrals
• Support the development and execution of customer experience projects and initiatives
• Support the creation and distribution of customer communications, newsletters, and other relevant materials
• Perform other duties as assigned

Requirements

• Bachelor’s degree in business, marketing, statistics, data science, or a related field
• 1-3 years’ customer service experience (at the Specialist/Lead level preferred)
• 1-3 years’ escalation and conflict management/resolution experience
• Ability to read, write, speak, and understand English
• Clear and effective communication skills, both written and verbal, to interact with customers and internal teams on both technical and non-technical topics
• A genuine commitment to understanding and meeting customer needs, with a focus on delivering positive experiences
• Previous experience or familiarity with customer service principles and best practices
• Familiarity with customer relationship management (CRM) software; Salesforce experience is a plus
• Ability to identify issues, troubleshoot problems, and collaborate with teams to implement effective solutions

Preferred Qualifications

• Automotive industry experience
• Multi-lingual (Spanish preferred)
• An agile, hard-working, and self-starter mentality
• Detail-oriented with excellent organizational skills
• Ability to work collaboratively in a cross-functional and hybrid team environment

No immigration or work visa sponsorship provided for this position.