Account Support Representative - Titles

Job description

If you are looking for a career at a dynamic company with a people-first mindset and a deep culture of growth and autonomy, ACV is the right place for you! Competitive compensation packages and learning and development opportunities, ACV has what you need to advance to the next level in your career. We will continue to raise the bar every day by investing in our people and technology to help our customers succeed. We hire people who share our passion, bring innovative ideas to the table, and enjoy a collaborative atmosphere. Who we are: ACV is a technology company that has revolutionized how dealers buy and sell cars online. We are transforming the automotive industry. ACV Auctions Inc. (ACV), has applied innovation and user-designed, data driven applications and solutions. We are building the most trusted and efficient digital marketplace with data solutions for sourcing, selling and managing used vehicles with transparency and comprehensive insights that were once unimaginable. We are disruptors of the industry and we want you to join us on our journey. Our network of brands include ACV Auctions, ACV Transportation, ClearCar, MAX Digital and ACV Capital within its Marketplace Products, as well as, True360 and Data Services. At ACV we focus on the Health, Physical, Financial, Social and Emotional Wellness of our Teammates and, to support this, we offer: • Multiple medical plans including a high deductible, low cost health plan • Company-sponsored (paid) Short-Term Disability, Long-Term Disability, and Life Insurance • Comprehensive optional benefits such as Dental, Vision, Supplemental Life/AD&D, Legal/ID Protection, and Accident and Critical Illness Insurance • Generous paid time off options, including uncapped vacation days, the greater of 3 paid sick days or in accordance with the applicable state or local paid sick leave law, 6 paid company holidays, 2 floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other forms of paid leave as required by applicable law or regulation • Employee Stock Purchase Program with additional opportunities to earn stock in the Company • Retirement planning through the Company’s 401(k) 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. #LI-SL1 Our Values Trust & Transparency | People First | Positive Experiences | Calm Persistence | Never Settling At ACV, we are committed to an inclusive culture in which every individual is welcomed and empowered to celebrate their true selves. We achieve this by fostering a work environment of acceptance and understanding that is free from discrimination. ACV is committed to being an equal opportunity employer regardless of sex, race, creed, color, religion, marital status, national origin, age, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires reasonable accommodation, please let us know. For information on our collection and use of your personal information, please see our Privacy Notice. No immigration or work visa sponsorship provided for this position. Compensation: The compensation range for this position is listed in the "Job Details" section at the bottom of this posting. Please note that final compensation will be determined based upon the applicant's relevant experience, skillset, location, business needs, market demands, and other factors as permitted by law.