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Open nowPosted 15 hours ago

Sr Account Support Representative

ACV154 open roles

Where
Buffalo, NY, USA
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Your applicationOpen nowSr Account Support RepresentativeACV · Buffalo, NY, USA

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The clock on this job

Early applications get read.

13.3% of postings close within 7 days. Measured by our own scanner across the market. ACV postings stay open a median of 20 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.6%3 days
  3. 13.3%7 days
  4. 21.3%14 days
  5. 35.7%30 days
  6. 59.1%60 days
This job: posted 15 hours ago

ACV median: 20 days open

The posting

Who we are looking for:

The Sr Account Support Representative works closely with the team to ensure the exceptional customer experience for car dealerships from across the U.S. to support ACV Auctions' unique business solutions. The Sr Account Support Representative is a team player and collaborates with the Account Support Representatives to assist in coaching, training, building rapport with internal and external customers, and managing escalations to achieve excellent customer service. This role is responsible for resolving complex situations in a professional manner by partnering with customers and internal teams to ensure service standards are being met. This position reports directly to the Team Lead, Customer Service, and supports the achievement of team goals and objectives by promoting customer experience excellence. Please note this position has a required schedule of M-F 11:30a-8p

What you will do:

Actively and consistently support all efforts to simplify and enhance the customer experience.

Review the day-to-day activities of the team and performance reporting to provide appropriate guidance on escalations.

Manage and resolve complex customer escalations at the Tier III level, ensuring timely and effective solutions while maintaining a high standard of customer satisfaction.

Conduct contact quality reviews for ASR I and II representatives, providing detailed feedback and ensuring adherence to company standards, policies, and best practices.

Perform quality assessments of both AI-assisted and manual calls, supporting the team in evaluating performance, identifying opportunities for improvement, and maintaining consistency across customer interactions.

Facilitate training sessions for both new hires and existing staff, delivering ongoing development programs and providing additional training support as needed.

Partner with the team, supporting them in utilizing skills to improve their confidence, knowledge, and communication skills to achieve goals.

Identify and assess customers' needs to achieve customer satisfaction.

Build rapport with internal and external customers and promote teamwork.

Effectively manage large amounts of calls and emails.

Identify areas of improvement to achieve more effective and efficient workflows.

Apply creative problem-solving techniques to effectively resolve escalated customer concerns.

Work closely with other departments to resolve customer cases efficiently.

Perform additional duties as assigned.

What you will need:

Ability to read, write, speak and understand English. High School or GED - required 3 year(s) Administrative or Customer Service role

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

Understanding of systems, including Salesforce, CRMs, GSuite, and Microsoft Office.

Familiarity with CRM and ticketing platforms (e.g., Salesforce, NetSuite) along with proficiency in Microsoft Office/Google Workspace.

Basic knowledge of key performance metrics (e.g., CSAT, SLA adherence, quality scores) and an eagerness to apply feedback to improve performance.

Analytical and detail-oriented mindset with the ability to identify issues and escalate them appropriately.

Adaptable in a fast-paced and evolving environment, with a willingness to learn new tools and processes.

Title and / or licensing experience preferred. Experience with payments/accounting software is a plus. Must be able to remain in a stationary position for 50% or more of the work day. Ability to use computer, including typing, navigating software applications, and using a mouse or track pad Able to push, pull, lift, or move up to 25 lbs. 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. Ability to work partial days on Saturdays Travel may be required as needed

#LI-CG1 #Ind123KW

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