Senior Appeals Specialist

2 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 Title: Senior Appeals Specialist - Dealer Success

We are seeking a customer-centric, energetic, and highly motivated individual to join our Dealer Success team as a Senior Appeals Specialist. This role is 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.
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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