Customer Support Associate I

At ACERTUS, we are disruptors in the industry- utilizing data to back our strategic plans. You should be a stickler for meeting deadlines and manage high velocity and intense business operations seamlessly.

ACERTUS is the only tech-enabled automotive logistics company to move, store, recondition, title & register finished vehicles. As a Customer Support Associate, you provide direct support to Account Consultants and help provide insights and perspectives on meeting customer needs. You will be responsible for handling the details of the day-to-day activities of the one or more customer support teams, ensuring the team is aligned with the company's overall objectives and goals, and addressing customer needs. You will provide concierge level services to assigned customers, striving to continuously exceed service expectations. You will work closely with cross-functional teams to recommend areas for improvement, optimize workflows, and streamline processes to improve operational efficiency.

Pay : $22 - 24/hr. Based on experience

Schedule: Monday thru Friday 8:00am - 5:00pm

What you will be doing:

• Develop and maintain relationships with clients/customers.
• Participating in meetings with assigned customer(s).
• Evaluate information for accuracy to ensure orders can be actioned effectively.
• Establish and maintain interpersonal relationships with co-workers and customers.
• Work reports to track status of ongoing transactions and ensure proactive communication with clients should any delays or potential challenges arise.
• Work closely with the operations team in preparation and distributing daily, weekly and/or monthly customer status reports.
• Provide and analyze status reports by collecting and summarizing information.
• Provide timely feedback to management regarding service failures with potential solutions to correct situations.
• Receive and answer tickets, emails, and calls from clients/customers ensuring that problems are resolved thoughtfully and in a timely manner; conduct follow up tasks as required.
• At all times, represent ACERTUS in a professional manner by maintaining appropriate. relationships with clients and conducting oneself in alignment with ACERTUS policies and procedures.
• Demonstrate organizational values and ideologies in all customer interactions using sound business judgement.
• Monitor SLAs and KPIs
• Utilize internal resources to investigate, evaluate, and resolve client account issues in a timely and accurate manner.
• Work with team members to develop solutions that are effective on a long team basis.
• Other duties as assigned.

What we require:

• Bachelor's Degree Preferred.
• 2-5 years technical business and/or client service experience.
• Good Oral and Written communication skills
• Takes ownership of solving customer issues and meeting the customer's needs
• Organized, process-driven, and capable of working with the Implementation team and the Head of Customer Success to provide excellent customer service to our clients
• Previous customer-facing experience for a technology company preferred.
• Basic familiarity with Salesforce.

BENEFITS

At ACERTUS we believe that our employees are our greatest asset. Our benefits include:

• Medical, Dental and Vision Insurance start on the 1st of the month following your start date.
• Company Paid Time Off
• 8 Company Paid Holidays
• 401(k) with auto enrollment at 3% on the 1st of the month following your start date.
• Casual Dress Code

About ACERTUS

ACERTUS is as an automotive logistics provider that utilizes technology to provide unparalleled service and visibility into the transportation process accompanied by a full suite of vehicle lifecycle solutions. Our people, process, and innovative technology are the engine behind our relentless drive to deliver. We believe in enhancing our customers' experience by providing end-to-end solutions throughout the lifecycle of a vehicle. ACERTUS offers a suite of vehicle transportation services, customizable technology, a national title and registration platform, compliance services, home delivery and pickup, and a growing vehicle storage footprint throughout North America.

ACERTUS is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.