Sr Account Support Representative

Sr 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.

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. 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, 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)

The Sr Account Support Representative works closely with the team to ensure the exceptional customer experience for car dealerships from across the U.S. to support ACV Auctions' unique business solutions. The Sr Account Support Representative is a team player and collaborates with the Account Support Representatives to assist in coaching, training, building rapport with internal and external customers, and managing escalations to achieve excellent customer service. This role is responsible for resolving complex situations in a professional manner by partnering with customers and internal teams to ensure service standards are being met. This position reports directly to the Team Lead, Customer Service, and supports the achievement of team goals and objectives by promoting customer experience excellence.

Please note this position has a required schedule of M-F 11:30a-8p

What you will do:

Actively and consistently support all efforts to simplify and enhance the customer experience.

Review the day-to-day activities of the team and performance reporting to provide appropriate guidance on escalations.

Manage and resolve complex customer escalations at the Tier III level, ensuring timely and effective solutions while maintaining a high standard of customer satisfaction.

Conduct contact quality reviews for ASR I and II representatives, providing detailed feedback and ensuring adherence to company standards, policies, and best practices.

Perform quality assessments of both AI-assisted and manual calls, supporting the team in evaluating performance, identifying opportunities for improvement, and maintaining consistency across customer interactions.

Facilitate training sessions for both new hires and existing staff, delivering ongoing development programs and providing additional training support as needed.

Partner with the team, supporting them in utilizing skills to improve their confidence, knowledge, and communication skills to achieve goals.

Identify and assess customers' needs to achieve customer satisfaction.

Build rapport with internal and external customers and promote teamwork.

Effectively manage large amounts of calls and emails.

Identify areas of improvement to achieve more effective and efficient workflows.

Apply creative problem-solving techniques to effectively resolve escalated customer concerns.

Work closely with other departments to resolve customer cases efficiently.

Perform additional duties as assigned.

What you will need:

Ability to read, write, speak and understand English.

High School or GED - required3 year(s) Administrative or Customer Service role

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

Understanding of systems, including Salesforce, CRMs, GSuite, and Microsoft Office.

Familiarity with CRM and ticketing platforms (e.g., Salesforce, NetSuite) along with proficiency in Microsoft Office/Google Workspace.

Basic knowledge of key performance metrics (e.g., CSAT, SLA adherence, quality scores) and an eagerness to apply feedback to improve performance.

Analytical and detail-oriented mindset with the ability to identify issues and escalate them appropriately.

Adaptable in a fast-paced and evolving environment, with a willingness to learn new tools and processes.

Title and / or licensing experience preferred. Experience with payments/accounting software is a plus.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 padAble to push, pull, lift, or move up to 25 lbs. as needed.Analytical thinking and problem-solving ability.Written and oral communication abilityAbility to communicate and effectively exchange informationAbility to view and interpret information displayed on monitor(s), device screen(s), or physical mediumsAbility to work in an open-office space for a majority of the time.Ability to work partial days on SaturdaysTravel may be required as needed

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.

No immigration or work visa sponsorship provided for this position.

Compensation : The compensation range for this position is listed in the "Job Details" section at the bottom of this posting. 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.