Customer Experience Analyst

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.

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 data solutions 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. Our network of brands include ACV Auctions, ACV Transportation, Clear Car, MAX Digital and ACV Capital within its Marketplace Products, as well as, True
360 and Data Services.

• 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/, and Accident and Critical Illness Insurance
• Generous paid time off options, including uncapped vacation days, the greater of 3 paid sick days or in accordance with the applicable state or local paid sick leave law, 6 paid company holidays, 2 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)

The Analyst I, Customer Experience role is a critical position in the Customer Experience (CX) department and reports directly to the Manager, Operations & CX. As a Customer Experience Analyst I, you will keep a pulse on customer sentiment by triaging internal & external customer concerns as well as executing meaningful survey feedback followup & root cause tagging. You will play a pivotal role in ensuring seamless customer interactions by facilitating communication channels, and supporting the implementation of customer-centric initiatives.

Your responsibilities will include maintaining accurate customer records and collaborating on specific customers & issues with cross-functional teams to enhance overall customer satisfaction.

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Develop an understanding of the company, industry, and ACV dealer customers. Establish and maintain a sharp understanding of customer needs and competitive offerings.
• Respond promptly to customer feedback through various channels, including review forums (e.g.
  
  - Google business, Apple Store, Google Play) email, phone, chat, and social media.
• Professionally triage issues presented by internal or external customers to expedient resolution
• Respond to customer feedback on cadenced customer surveys and triage related issues in a timely manner.
• Have meaningful conversations with customers to understand the root cause for expressed concerns & ensure feedback points are tagged accordingly. Educate and manage expectations with customers as needed.
• Participate in ad-hoc Voice of Customer (VOC) campaigns as needed to derive customer insights on specific topics of inquiry.
• Collaborate with cross-functional teams to ensure consistent and effective communication with customers on issues.
• Maintain comprehensive documentation of customer interactions, feedback, and resolutions.
• Identify and suggest improvements to management for existing…