Job Description

ACV Auctions is the leading dealer-to-dealer, online automotive marketplace in the nation. We bring transparency to every transaction, from start to finish, ensuring peace of mind and actual value for our customers. We do this with a combination of the industry's best technology and the world's best people. As a result of our team's tireless effort and dedication, we're growing at a staggering rate. ACV is attracting new people from widely different backgrounds and geographies who are invested in the genuine belief that we are creating something special. 

WHAT ARE WE LOOKING FOR: ACV Auctions is looking for an enthusiastic Titles Customer Experience Specialist for our headquarters in Buffalo, NY. Our Operations Associates are an integral part of our company. They are detail orientated, process focused, and self-motivated - explaining to our clients what they need to know about our process in a way they can understand. The primary role of this position is to build relationships with our buyers to improve the overall title experience with our customers. Additionally, work side by side with our Titles team to ensure quick and efficient resolutions to any concerns and specific title issues.

WHAT YOU'LL BE DOING:

• Be the face of the Titles Team for buyer inquiries, whether for specific titles or overall concerns. While always maintaining a professional attitude, build relationships with our buyers by establishing a positive rapport and problem solving.
• Daily review of NPS scores, Facebook posts, and other social media.
• Daily tracking of all interactions with our buyers, with documented escalations when needed.
• Identify process gaps and improvements.
• Work closely with OST and IST on any escalated issues or concerns.
• See the world through the eyes of the customer by deeply understanding their business needs, challenges, and concerns.
• Communicate any opportunities and enhancements across the Titles team.
• Maintain knowledge of current DMV laws and regulations as they relate to the vehicle titles and interpret titling regulations in each state for which vehicles are processed. Update State Matrix as needed.
• Document recurring title issues and potential problem scenarios to help with continuous education efforts for the entire title team.
• Assist Management as needed.

WHAT YOU WILL NEED:

• Intimate knowledge to the roles of the Title Administrators, Consultants, and Specialists.
• 3 plus years of License & Title experience preferred.
• Bachelor's degree or relevant experience required.
• Proficiency in Microsoft Office Suite necessary.
• Excellent Problem-Solving skills.
• Demonstrated ability to build professional rapport, inspire a shared vision, inspire and motivate a team.
• Strong verbal and written communication skills required.
• Proven ability to collaborate and build relationships at the senior level.
• Pleasant disposition with excellent customer service and relationship building skills.
• Ability to adapt quickly to shifting priorities.

WHAT WE WILL OFFER:

• Competitive salary and benefits
• Upbeat innovative culture
• Professional training opportunities
• Flexible schedules

Hiring is contingent on a satisfactory background check as permitted by law. Any falsification of your application or any other hiring materials is grounds for rescinding an offer or termination of employment.

ACV Auctions is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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