Customer Experience Analyst I

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. 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, 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 Analyst I, Customer Experience role is a critical position in the Customer Experience (CX) department and reports directly to the Sr Manager, Operations & CX. As a Customer Experience Analyst I, you will keep a pulse on customer sentiment by triaging internal & external customer concerns as well as executing meaningful survey feedback followup & root cause tagging. You will play a pivotal role in ensuring seamless customer interactions by facilitating communication channels, and supporting the implementation of customer-centric initiatives. Your responsibilities will include maintaining accurate customer records and collaborating on specific customers & issues with cross-functional teams to enhance overall customer satisfaction. What you will do: • Actively and consistently support all efforts to simplify and enhance the customer experience. • Develop an understanding of the company, industry, and ACV dealer customers. Establish and maintain a sharp understanding of customer needs and competitive offerings. • Respond promptly to customer feedback through various channels, including review forums (e.g. - Google business, Apple Store, Google Play) email, phone, chat, and social media. • Professionally triage issues presented by internal or external customers to expedient resolution • Respond to customer feedback on cadenced customer surveys and triage related issues in a timely manner. • Have meaningful conversations with customers to understand the root cause for expressed concerns & ensure feedback points are tagged accordingly. Educate and manage expectations with customers as needed. • Participate in ad-hoc Voice of Customer (VOC) campaigns as needed to derive customer insights on specific topics of inquiry. • Collaborate with cross-functional teams to ensure consistent and effective communication with customers on issues. • Maintain comprehensive documentation of customer interactions, feedback, and resolutions. • Identify and suggest improvements to management for existing customer service, operations, and sales processes to enhance efficiency and effectiveness. • Track and follow up on customer complaints or concerns, ensuring timely and satisfactory resolution. • Utilize customer relationship management (CRM) software and other tools to track customer interactions and support efficient workflows. • Recommend to management customer advocates who can positively influence the company's reputation through testimonials, case studies, or referrals. • Support the development and execution of customer experience projects and initiatives. • Support the creation and distribution of customer communications, newsletters, and other relevant materials. • Perform other duties as assigned. What you will need: • Bachelor’s degree in business, marketing, statistics, data science, or a related field required. • Automotive Experience Preferred • 1-3 years’ customer service experience (at the Specialist/Lead level, preferred). • 1-3 years’ escalation and conflict management/resolution experience. • Ability to read, write, speak and understand English. • Clear and effective communication skills, both written and verbal, to interact with customers and internal teams on both technical & non-technical topics. • A genuine commitment to understanding and meeting customer needs, with a focus on delivering positive experiences. • Previous experience or familiarity with customer service principles and best practices. • Familiarity with customer relationship management (CRM) software and other relevant tools to track and manage customer interactions. Salesforce specifically is a plus. • Ability to identify issues, troubleshoot problems, and collaborate with teams to implement effective solutions. • Previous experience in the automotive industry a plus. • Multi-lingual (Spanish preferred) a plus. • Previous customer service experience required. • An agile, hard-working, and self-starter mentality. • Detail-oriented with excellent organizational skills. • Ability to work collaboratively in a cross-functional & hybrid team environment. 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.