Title Support Specialist: Customer Experience Champion

ACV Auctions; Buffalo (NY); On-site; USD 42,000 - 54,000; Full time

Job summary

ACV Auctions in Buffalo, NY is seeking an Account Support Representative - Titles to ensure titles customer and dealership experience satisfaction. This role grows and sustains customer relationships, resolving day-to-day issues and partnering with internal teams to improve processes.

Ideal candidates have 1 year titles-related experience, strong communication, and a detail-oriented approach. You will use Salesforce and Tableau to support inquiries and maintain high standards of service.

Qualifications

• 1 year relevant administrative or titles-related experience.
• Read, write, speak and understand English.
• Effective communication and interpersonal skills.
• Technical aptitude with CRM tools and data systems.

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Build and maintain relationships with Titles Clerks and dealership representatives, ensuring a positive customer experience and problem resolution.
• Receive inbound and initiate outbound calls to customers.
• Proactively communicate with dealerships and customers to understand challenges around titles needs.
• Provide resolution to day-to-day customer-related issues, utilizing processes and procedures to close process gaps and improve the customer experience.
• Resolve customer inquiries utilizing DMV, industry, and regulatory agency publications, as well as internal tools.
• Utilize tools and technology, including Salesforce and Tableau, to navigate customer inquiries and issues.
• Work cross-functionally with internal teams to support and nurture customer relationships, understanding resources available within the organization to enhance customer experience.
• Partner with Outside and Inside Sales Teams to ensure customer satisfaction.
• Manage and maintain a workload through established KPIs, dashboards, and physical documents.
• Ensure proper validation and verification on all titles-related work, as risk assessment and quality assurance is imperative to this role.
• Perform additional duties as assigned.

Skills

Customer service

Communication

Problem solving

Time management

Detail oriented

Titles/automotive experience

Education

High School Diploma

Tools

Salesforce

Tableau

Job description

ACV Auctions in Buffalo, NY is seeking an Account Support Representative - Titles to ensure titles customer and dealership experience satisfaction. This role grows and sustains customer relationships, resolving day-to-day issues and partnering with internal teams to improve processes.

Ideal candidates have 1 year titles-related experience, strong communication, and a detail-oriented approach. You will use Salesforce and Tableau to support inquiries and maintain high standards of service.