Titles Account Support Representative

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

Who we are looking for:

The Account Support Representative - Titles ensures titles customer and dealership experience satisfaction for the Titles team. This role is responsible for growing and sustaining customer and dealership relationships, utilizing problem-solving, follow-up, and customer service skills. The Account Support Representative - Titles is a problem solver, working to resolve title-related problems, exploring avenues of resolution, and partnering with internal teams to enhance the customer experience. This role performs duties under established policies and procedures and requires limited supervision to strengthen titles customer experience and resolve day-to-day issues.

What you will do:

• 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. Act as the point of contact for customers.
• 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. Leverage existing systems to support the customer relationship and experience.
• 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.

What you will need:

• High School Diploma required.
• 1 year relevant administrative or titles-related experience.
• Ability to read, write, speak and understand English.
• Effective communication and interpersonal skills
• Problem-solving tactics
• Detail orientation and time management
• Titles/automotive experience preferred
• Technical aptitude
• Proven multitasking abilities.

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