PT Account Support Representative

BetterCloud; Buffalo (NY); On-site; USD 35,000 - 45,000; Full time

Job summary

BetterCloud is seeking an Account Support Representative based in Buffalo, New York, to provide outstanding customer support to car dealerships across the U.S. The role involves inbound and outbound calls, resolving customer inquiries, and helping enhance their overall experience.

Applicants should have a High School Diploma or equivalent and at least one year of customer service experience. Strong skills in Salesforce, time management, and collaboration are crucial for success in this position.

Qualifications

• 1 year of administrative or customer service experience.
• Ability to read, write, speak, and understand English.
• Strong collaboration and prioritization skills.

Responsibilities

• Support all efforts to enhance the customer experience.
• Resolve customer inquiries using internal tools.
• Document activities within Salesforce.

Skills

Customer service experience

Time management

Analytical thinking

Fluent in Spanish

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 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, and supports customers through performing duties and tasks under minimal supervision.

Working schedule: Monday, Tuesday, Wednesday, Thursday, Saturday with Fridays and Sundays off.

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 SLAs 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 of 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 a 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.