Analyst I, Customer Experience

ACV
Buffalo, NY
Job Description
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.

Requirements

  • 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.

Benefits

  • 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)
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