Customer Experience Specialist

1 day ago


Buffalo, New York, United States ACV, INC. Full time
About the Role

We are seeking a highly motivated and customer-focused individual to join our Customer Experience team as a Customer Experience Analyst I. In this role, you will play a critical part in ensuring seamless customer interactions and delivering positive experiences.

Key Responsibilities
  • Customer Feedback Management: Respond promptly to customer feedback through various channels, including review forums, email, phone, chat, and social media.
  • Issue Triage and Resolution: Professionally triage issues presented by internal or external customers to expedient resolution.
  • Customer Insights and Analysis: Participate in ad-hoc Voice of Customer (VOC) campaigns to derive customer insights on specific topics of inquiry.
  • Process Improvement: Identify and suggest improvements to management for existing customer service, operations, and sales processes to enhance efficiency and effectiveness.
  • Customer Communication: Collaborate with cross-functional teams to ensure consistent and effective communication with customers on issues.
  • Documentation and Reporting: Maintain comprehensive documentation of customer interactions, feedback, and resolutions.
Requirements
  • Education: Bachelor's degree in business, marketing, statistics, data science, or a related field.
  • Experience: 1-3 years' customer service experience (at the Specialist/Lead level, preferred).
  • Skills: Clear and effective communication skills, both written and verbal, to interact with customers and internal teams on both technical & non-technical topics.
  • Tools and Software: Familiarity with customer relationship management (CRM) software and other relevant tools to track and manage customer interactions.
About ACV, INC.

ACV, INC. is a technology company that has revolutionized how dealers buy and sell cars online. We are transforming the automotive industry by building the most trusted and efficient digital marketplace with data solutions for sourcing, selling, and managing used vehicles with transparency and comprehensive insights.

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.



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