Customer Experience Analyst I

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. We are looking for a Customer Experience Analyst I to join our team, who will keep a pulse on customer sentiment by triaging internal & external customer concerns as well as executing meaningful survey feedback followup & root cause tagging.

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.
  • Respond promptly to customer feedback through various channels, including review forums, email, phone, chat, and social media.
  • Maintain comprehensive documentation of customer interactions, feedback, and resolutions.
  • Utilize customer relationship management (CRM) software and other tools to track customer interactions and support efficient workflows.
  • 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)
]]>