[Remote] Account Support Representative - Titles
Note: The job is a remote job and is open to candidates in USA. ACV Auctions is a technology company revolutionizing how dealers buy and sell cars online. The Account Support Representative - Titles is responsible for ensuring customer satisfaction regarding title-related issues, building relationships with dealerships, and resolving inquiries while enhancing the overall 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
Skills
- High School Diploma required
- 1 year relevant administrative or titles-related experience
- Ability to read, write, speak and understand English
- Effective communication and interpersonal skills
- Problem-solving tactics
- Detail orientation and time management
- Proven multitasking abilities
- Titles/automotive experience preferred
- Technical aptitude
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 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 Company’s 401(k)
Company Overview