Customer Experience Analyst II

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 wantyou 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 health plan that costs $0 out of your paycheck
• 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:

The Analyst II, Customer Experience role is a critical position in the Customer Experience (CX) department and reports directly to the Sr Manager, Operations & CX. As a Customer Experience Analyst II, you will develop a deep understanding on customer sentiment by facilitating weekly Voice of Customer panels, skillfully triaging internal and external concerns, and conducting thorough survey feedback follow-ups with root cause tagging. Your contribution is pivotal in ensuring smooth customer interactions by adeptly managing data, facilitating communication channels, and supporting the implementation of customer-centric initiatives. Your responsibilities span maintaining accurate customer records, analyzing feedback data, and collaborating with cross-functional teams to elevate overall customer satisfaction.

What you will do:

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Develop a deep understanding of the company, industry, and ACV dealer customers. Maintain a sharp understanding of industry trends, customer needs, competitive offerings and marketplace dynamics.
• Facilitate and/or support dynamic weekly Voice of Customer (VOC) panels to collect customer feedback. Ensure takeaways are well-documented & distributed internally. Perform basic audio/visual editing of panel recordings to share targeted insights internally.
• As needed, populate and distribute regular and/or ad hoc reports on customer feedback, trends, and key performance indicators (KPIs).
• Perform basic analysis (largely qualitative) of customer feedback and survey data to identify patterns, trends, and areas for improvement.
• Collaborate with relevant teams to implement changes based on customer insights.
• Work closely with other departments to streamline workflows related to customer interactions.
• Develop and update training materials to reflect changes in products or customer service procedures.
• Support the development of and lead areas of execution for customer experience projects and initiatives.
• Coordinate events, surveys, and other activities aimed at gathering customer feedback and promoting brand loyalty.
• 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
• Ensure timely response to customer feedback on cadenced customer surveys and triage related issues as needed.
• Drive 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.
• Lead execution and/or participate in ad-hoc 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.
• Maintain comprehensive documentation of customer interactions, feedback, and resolutions.
• Identify and suggest improvements to existing customer service, operations, and sales processes to enhance efficiency and effectiveness.
• Track and follow up on customer complaints or concerns, ensuring timely and satisfactory resolution.
• Assist in the creation and distribution of customer communications, newsletters, and other relevant materials.
• Utilize customer relationship management (CRM) software and other tools to track customer interactions and support efficient workflows.
• Perform additional duties as assigned.

What you will need:

• Bachelor's degree in business, marketing, statistics, data science, or a related field required.
• 3-5 years' experience with business intelligence systems or CRM (Salesforce)
• Ability to read, write, speak and understand English.
• Clear and effective communication skills, both written and verbal, to interact with customers and internal teams on both technical & non-technical topics.
• A genuine commitment to understanding and meeting customer needs, with a focus on delivering positive experiences.
• Previous experience or familiarity with customer service principles and best practices.
• Familiarity with customer relationship management (CRM) software and other relevant tools to track and manage customer interactions. Salesforce specifically is a plus.
• Ability to identify issues, troubleshoot problems, and collaborate with teams to implement effective solutions.
• Previous customer service experience preferred
• An agile, hard-working, and self-starter mentality
• Basic analytical skills to interpret customer feedback data and contribute to continuous improvement initiatives.
• Detail-oriented with excellent organizational skills.
• Ability to work collaboratively in a cross-functional & hybrid team environment.
• Experience with business intelligence systems is a plus.

Compensation: $63,000 - $73,000 annually. 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.

Our Values

Trust & Transparency | People First | Positive Experiences | Calm Persistence | Never Settling

At ACV, we are committed to an inclusive culture in which every individual is welcomed and empowered to celebrate their true selves. We achieve this by fostering a work environment of acceptance and understanding that is free from discrimination. ACV is committed to being an equal opportunity employer regardless of sex, race, creed, color, religion, marital status, national origin, age, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires reasonable accommodation, please let us know.

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Other details

• Job Family Customer Operations
• Job Function Customer Success
• Pay Type Salary

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