Customer Experience Analyst I - CX Insights & Support

ACV Auctions; Buffalo, Northern (NY, KY); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical plans

Short-Term Disability

Long-Term Disability

Life Insurance

Dental & Vision

401(k)

Employee Stock Purchase Program

Job summary

ACV Auctions, a fast-growing technology company, seeks an Analyst I in Customer Experience in Buffalo, NY. You will monitor customer sentiment, triage concerns, and execute survey feedback follow-up with cross-functional teams to improve satisfaction.

You will manage accurate customer records, respond across channels, and help implement customer-centric initiatives. A bachelor’s degree and 1–3 years in customer service are required, with Salesforce experience a plus.

Qualifications

• Bachelor's degree in business, marketing, statistics, data science, or related field.
• Automotive experience preferred.
• 1–3 years’ customer service experience (Specialist/Lead level preferred).
• 1–3 years’ escalation and conflict management/resolution experience.
• Ability to read, write, speak and understand English.
• CRM experience; Salesforce a plus.

Responsibilities

• Support efforts to simplify and enhance the customer experience.
• Understand ACV dealer customers and their needs.
• Respond promptly to customer feedback via review forums, email, phone, chat, and social media.
• Triages issues for expedient resolution with internal teams.
• Acknowledge feedback and tag root causes in CRM.
• Participate in VOC campaigns to derive customer insights.
• Collaborate with cross-functional teams for clear customer communication.
• Document customer interactions, feedback, and resolutions.
• Suggest improvements to customer service, operations, and sales processes.
• Track and follow up on complaints for timely resolution.
• Utilize CRM and other tools to streamline workflows.
• Identify advocates for testimonials and referrals.
• Support development and execution of CX projects and communications.

Skills

Customer service

Communication

CRM software

English proficiency

Cross-functional collaboration

Education

Bachelor’s degree in business, marketing, statistics, data science, or related field

Tools

Salesforce

CRM software

Job description

ACV Auctions, a fast-growing technology company, seeks an Analyst I in Customer Experience in Buffalo, NY. You will monitor customer sentiment, triage concerns, and execute survey feedback follow-up with cross-functional teams to improve satisfaction.

You will manage accurate customer records, respond across channels, and help implement customer-centric initiatives. A bachelor’s degree and 1–3 years in customer service are required, with Salesforce experience a plus.