Titles Support Specialist: Customer Success & DMV Expert

ACV Auctions; Buffalo (NY); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical plans

Disability & Life Insurance

Dental & Vision

Paid time off

Stock Purchase Program

401(k)

Job summary

ACV Auctions is seeking an Account Support Representative - Titles in Buffalo, NY to ensure titles customer and dealership experience satisfaction. You will grow and sustain relationships, resolve title-related issues, and collaborate with internal teams to enhance the customer journey.

Responsibilities include inbound/outbound calls, proactive communication with dealerships, and leveraging DMV guides and internal tools to resolve inquiries. Prior experience in titles or automotive is preferred.

Qualifications

• 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.

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

Communication skills

Problem solving

Attention to detail

Multitasking

Technical aptitude

Education

High School Diploma

Tools

Salesforce

Tableau

Job description

ACV Auctions is seeking an Account Support Representative - Titles in Buffalo, NY to ensure titles customer and dealership experience satisfaction. You will grow and sustain relationships, resolve title-related issues, and collaborate with internal teams to enhance the customer journey.

Responsibilities include inbound/outbound calls, proactive communication with dealerships, and leveraging DMV guides and internal tools to resolve inquiries. Prior experience in titles or automotive is preferred.