Customer Success Specialist

Orange County, CA, USA ● Pasadena, CA, USA ● Sacramento, CA, USA ● San Bernardino, CA, USA ● San Diego, CA, USA ● San Jose, CA, USA Req #1081
Wednesday, August 3, 2022
ACV’s mission is to build and enable the most trusted and efficient digital marketplaces for buying and selling used vehicles with transparency and comprehensive data that was previously unimaginable. We are powered by a combination of the world’s best people and the industry’s best technology.  At ACV, we are driven by an entrepreneurial spirit and rewarded with a work environment that enables each teammate to impact the company from day one. ACV’s network of brands includes ACV Auctions, ACV Transportation, MAX Digital and ACV Capital within its Marketplace Products as well as True360 and Data Services.

We are looking for a problem solver with great communication and follow-up skills to help our inside teams resolve escalated customer issues that arise. The goal of the Customer Success Specialist is to mitigate customer churn by delivering world class customer service while dealing head on with the most challenging customer situations.


This role is responsible for resolving complex and sensitive customer escalations in a timely manner, conducting After Action Reviews to identify root cause of the escalation and share learning with internal teams.



What you will do:

  • Receive requests from ACV teammates who need an escalation path to resolve hard to solve situations
    and jump in quickly to resolve.

  • Advocate fairly for dealers with internal ACV teams such as titles, transportation, arbitration, payments
    while also properly representing ACV’s policies and best interests.

  • Artfully influence and nudge both ACV teammates and customers alike to get issues to resolution as
    quickly and cleanly as possible.

  • Constantly work cross functionally with ACV teammates to build and maintain high quality, genuine
    relationships to be best positioned to be effective and efficient in resolving customer escalations in a timely manner.

  • Identify process improvement opportunities by regularly reporting out key escalations, process failures,
    with analytics around frequency, impact, and resolution times.

 

What you should have:

  • Excellent communication skills

  • Excellent relationship building skills.

  • Deep knowledge of dealership operations.

  • Strong negotiation, mediation, decision making, and de-escalation skills.

  • Previous experience at ACV or specialized experience from traditional auctions.

  • Prefer candidate has 1-2 years of experience supporting customer with complex, sensitive issues.


What we will offer:

  • Comprehensive benefits offerings for benefits eligible Teammates.

  • Unique culture that truly values each and every Teammate.

  • Career development and future growth opportunities.

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.

Other details

  • Job Family Sales Operations
  • Job Function Customer Success
  • Pay Type Salary
  • Job Start Date Wednesday, August 3, 2022
Location on Google Maps
  • Orange County, CA, USA
  • Pasadena, CA, USA
  • Sacramento, CA, USA
  • San Bernardino, CA, USA
  • San Diego, CA, USA
  • San Jose, CA, USA