PT Account Support Representative

If you are looking for a career at a dynamic company with a people-first mindset and a deep culture of growth and autonomy, ACV is the right place for you! Competitive compensation packages and learning and development opportunities, ACV has what you need to advance to the next level in your career. We will continue to raise the bar every day by investing in our people and technology to help our customers succeed. We hire people who share our passion, bring innovative ideas to the table, and enjoy a collaborative atmosphere.

Who we are :

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. Our network of brands include ACV Auctions, ACV Transportation, ClearCar, MAX Digital and ACV Capital within its Marketplace Products, as well as, True360 and Data Services.

At ACV we focus on the Health, Physical, Financial, Social and Emotional Wellness of our Teammates and, to support this, we offer

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 up to 15 vacation days per year (increasing with years of service), 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 Companys 401(k)

• Part-time employees are not eligible for all benefits unless they meet hours requirements but are eligible to enroll in ACVs 401k plan, for 6 paid holidays, 2 floating holidays, and the greater of 3 paid sick days or in accordance with an applicable state or local paid sick leave law.

Who we are looking for :

The Account Support Representative works closely with car dealerships from across the U.S. to support ACV Auctions' unique business solutions. The Account Support Representative will receive inbound phone calls and emails from customers and help answer their questions and solve challenges they may have. This role will interact with and support customers through their day in a team environment. The Account Support Representative reports directly to the Team Lead, Customer Service, supports customers through performing duties and tasks under minimal supervision.

Please note the required availability is needed for this position : 9a-2p Monday, Tuesday, Thursday, Friday and Saturday with Wednesday and Sunday off.

What you will do :

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 SLAs 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.

What you will need :

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.

Compensation : $21.00 per hour. Please note that final compensation will be determined based upon the applicant's relevant experience, skillset, location, business needs, market demands, and other factors as permitted by law.

No immigration or work visa sponsorship will be provided for this position.

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Our Values

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

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.

For information on our collection and use of your personal information, please see our Privacy Notice.

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