Account Support Representative - Titles at ACV Auctions in Buffalo, NY

Summary: ACV Auctions is a technology company that has revolutionized how dealers buy and sell cars online. They are seeking an Account Support Representative - Titles to ensure customer and dealership experience satisfaction, grow relationships, and resolve title-related issues. 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 Required Qualifications: - 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 - Technical aptitude - Proven multitasking abilities Preferred Qualifications: - Titles/automotive experience preferred Required Skills: Titles Processing, Salesforce, Tableau 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 uncapped vacation days, 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)