Customer Success Specialist
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.
- Job Family Sales Operations
- Job Function Customer Success
- Pay Type Salary
- Job Start Date Wednesday, August 3, 2022
- Orange County, CA, USA
- Pasadena, CA, USA
- Sacramento, CA, USA
- San Bernardino, CA, USA
- San Diego, CA, USA
- San Jose, CA, USA