Senior Appeals Specialist, Dealer Success Advocate

3 weeks ago

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

ACV, INC. is a dynamic company with a people-first mindset and a deep culture of growth and autonomy. We are committed to being an equal opportunity employer, fostering a work environment of acceptance and understanding that is free from discrimination.

Job Summary

We are seeking a customer-centric, energetic, and highly motivated individual to join our Dealer Success team as a Senior Appeals Specialist. The successful candidate will be responsible for cultivating and maintaining strong relationships, building teamwork across the organization, resolving customer escalations in a timely and effective manner, and establishing a process to improve the customer's experience.

Key Responsibilities
  • Actively support all efforts to simplify and enhance the customer experience.
  • 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 while properly representing ACV's policies and best interests.
  • Influence ACV teammates and dealers 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 effective and efficient in resolving customer escalations.
  • Identify process improvement opportunities by regularly reporting out key escalations, process failures, with analytics around frequency, impact, and resolution times.
  • Be thoroughly familiar with procedures for handling all aspects of customer service and arbitration.
  • Resolve any customer complaints in a friendly, courteous manner and advise management of all serious complaints.
  • Evaluate arbitration differences in regard to payout versus policy in a polite and distinct manner, making sure each customer is aware of sale regulations.
  • Research and recommend options and resolutions to the Arbitration Manager and Dealer Success Manager in regard to potential re-adjustments pending claim validation and payouts.
  • Communicate final decisions to both buyer and seller and coordinate the post-auction process.
  • Understand and enforce ACV Arbitration policies and procedures.
  • Act as a resource for the team, providing guidance on escalations and coordinating prioritization of tasks.
  • Ensure individual goals and KPIs are being met while contributing to the continuous improvement of the team.
Requirements
  • High School Diploma required; Bachelor's degree preferred.
  • 2-4 years' mechanical experience or related experience strongly preferred.
  • Ability to read, write, speak, and understand English.
  • Experience with Salesforce or other CRM strongly preferred.
  • Automotive auction experience strongly preferred.
  • Ability to be self-motivated and work independently.
  • Adapt quickly to shifting priorities and assist others in doing so.
Compensation

$25.48-$29.81 per hour. Final compensation will be determined based on the applicant's relevant experience, skillset, location, business needs, market demands, and other factors as permitted by law.

No immigration or work visa sponsorship will be provided for this position.

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