Account Support Representative 11:30a-8p

Colonial Group; Buffalo (NY); On-site; USD 42,000 - 56,000; Full time

Job summary

ACV Auctions is seeking an Account Support Representative to assist car dealership customers across the United States. You will handle inbound calls and emails, resolve inquiries, and document activities in Salesforce while working in a team-oriented environment.

Qualifications include 1 year of administrative or customer service experience and a High School Diploma. Spanish language skills are a plus, with CRM and office software familiarity aiding daily tasks.

Qualifications

• 1 year administrative or customer service experience.
• High School Diploma or equivalent.
• Fluent English; Spanish a plus.
• Experience with CRMs like Salesforce.
• Ability to work independently and in a team.
• Strong collaboration and prioritization skills.

Responsibilities

• Handle inbound calls and emails from ACV customers.
• Resolve inquiries using Salesforce and internal tools.
• Perform outbound calls to resolve issues as needed.
• Document activities in Salesforce.
• Provide pre- and post-sales support to ensure repeat business.
• Meet or exceed SLA targets and KPIs.

Skills

Customer service

Team collaboration

Time management

Written and verbal communication

Education

High School Diploma

Tools

Salesforce

G Suite

Microsoft Office

Job description

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.

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 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.

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