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: $25.00 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.#LI-CG1