Account Support Representative 11:30a-8p

BetterCloud; Buffalo (NY); On-site; USD 40,000 - 64,000; Full time

Job summary

ACV Auctions is seeking an Account Support Representative to assist car dealers across the U.S. by handling inbound calls and emails, resolving inquiries, and guiding customers through our solutions. The role reports to the Team Lead, Customer Service, and operates within a collaborative team environment.

Schedule: Monday through Friday, 11:30 a.m. to 8:00 p.m. The candidate will use Salesforce and internal tools to document activities and ensure high-quality support, aiming for consistent

Qualifications

• High School Diploma or equivalent required.
• 1 year administrative or customer service experience.
• Fluent English a plus.
• Experience with CRM systems, GSuite and MS Office.

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Receive inbound calls from ACV customers and perform outbound calls as needed.
• Resolve customer inquiries using Salesforce and internal ACV tools.
• Document activities and strategies in Salesforce.
• Provide pre- and post-sales support to ensure repeat business.
• Meet or exceed SLA targets and KPIs.
• Collaborate with Titles, Payments, Transportation and Arbitration to resolve inquiries.

Skills

Customer service

Team player

Time management

Written and verbal communication

Problem-solving

Education

High School Diploma or equivalent

Tools

Salesforce

GSuite

Microsoft Office

Job description

Who we are looking for

The Account Support Representative works closely with car dealerships 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, and supports customers through performing duties and tasks under minimal supervision.

Schedule: Monday through Friday, 11:30a.m. to 8:00p.m.

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 SLA’s 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 year 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 25lbs. 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.