Sr Appeals Specialist

If you are looking for a career at a dynamic company with a people-first mindset and a deep culture of growth and autonomy, ACV is the right place for you! Competitive compensation packages and learning and development opportunities, ACV has what you need to advance to the next level in your career. We will continue to raise the bar every day by investing in our people and technology to help our customers succeed. We hire people who share our passion, bring innovative ideas to the table, and enjoy a collaborative atmosphere. 
 
Who we are: 

ACV is a technology company that has revolutionized how dealers buy and sell cars online. We are transforming the automotive industry. ACV Auctions Inc. (ACV), has applied innovation and user-designed, data driven applications and solutions. We are building the most trusted and efficient digital marketplace with datasolutions for sourcing, selling and managing used vehicles with transparency and comprehensive insights that were once unimaginable. We are disruptors of the industry and we want you to join us on our journey. ACV’s network of brands includes ACV Auctions, ACV Transportation, ClearCar, MAX Digital and ACV Capital within its Marketplace Products, as well as, True360 and Data Services.

 At ACV we focus on the Health, Physical, Financial, Social and Emotional Wellness of our Teammates and to support this we offer: 

• 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 vacation time, sick days, Company holidays, 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)

Who we are looking for:

We are looking for a customer centric, energetic, and highly motivated individual to help lead a Dealer Success team. The Sr Appeals Specialist 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. The Sr Appeals Specialist ensures a world class customer experience from the department through navigating complex issues and escalations, proactive customer engagement, and analysis of data to perpetuate continuous improvement. The Sr Appeals Specialist reports to the Sr Manager, Dealer Success. This role's primary responsibility is assisting the Sr Manager, monitoring, and analyzing the customer experience function of the department. This role will need to collaborate and support other teammates including the manager in decision making that effects root cause analysis as well as financial decisions regarding operation vs goodwill payout decision making as a submitter.

What you will do:

• Actively and consistently 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 such as titles, transportation, arbitration, payments while also 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 the best positioned to be effective and efficient in resolving customer escalations in a timely manner.
• 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. Advise management of all serious complaints.
• The ability to have a higher level of conversation with the customer in regard to pattern failure repair processes on a mechanical side and the ability to requote a claim as needed with experience using labor guide books, i.e., “Mitchell”
• Evaluate arbitration differences in regard to payout versus policy in a polite and distinct manner, making sure that each customer is aware of sale regulations.
• Research and recommend options and resolutions to the Arbitration Manager as well as Dealer Success manager in regard to a potential re adjustment pending claim validates and payouts. (ex: mechanical repair, transportation costs, etc.)
• Communicates final decisions to both buyer and seller and coordinates the post-auction process (ex. unwinding deals, price negotiation, transportation returns, etc.)
• Understand and enforce the 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 through providing guidance and support.
• Perform additional duties as assigned.

What you will need:

• High School Diploma required. Bachelor’s degree preferred.
• 2-4 years’ mechanical experience or related 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 able to work independently.
• Adapt quickly to shifting priorities and assists others in doing so.

Compensation: $25.48 - $29.81 per hour. Please note that final compensation will be determined based upon 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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