Resolutions Specialist

ACV

ACV

Customer Service

Buffalo, NY, USA

Posted on May 12, 2026
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Who we are looking for:

The Resolutions Specialist supports the unwind process at ACV, collaborating closely with teams across Arbitration, Transportation, Sales, and other departments. This role focuses on ensuring all necessary documentation is accurate, coordinating re-sale processes, and maintaining inventory records to help facilitate efficient auction relisting and improve the customer experience.

What you will do:

  • Actively and consistently support all efforts to simplify and enhance the customer experience.
  • Coordinate with Arbitration Administrators, Logistics Coordinators, Territory Managers, Sales Directors and other departments to ensure accurate documentation, vehicle condition reports, and pricing for re-sale.
  • Manage and update inventory listings, including relisting and pricing unwound vehicles according to established guidelines.
  • Assist in buyer and seller negotiations as necessary, aiming to achieve fair resolutions while maintaining profitability.
  • Collaborate with field inspectors to evaluate vehicle conditions and update condition reports for auction.
  • Communicate with the Transportation team to arrange timely vehicle movement and ensure auction readiness.
  • Partner with outside vendors including Carfax to address report errors and maintain accurate vehicle history records.
  • Crosstrain within the Resolutions Department to support various administrative tasks, including buyer refunds, invoicing, and title tracking as needed.
  • Consistently operate with urgency and accuracy, escalating aged inventory items as necessary to avoid delays.
  • Assist in the acquisition of titles from buyers, sellers, and floor plan companies, ensuring compliance with timelines.
  • Assist the Resolutions Manager with additional responsibilities and projects as assigned.
  • Actively and consistently support all efforts to simplify and enhance the customer experience.
  • Perform additional duties as assigned.

What you will need:

  • Ability to read, write, speak and understand English.
  • High School Diploma or GED required.
  • 1+ year customer operations, title management, or a related role within the automotive auction industry.
  • Automotive wholesale experience preferred.
  • Strong foundational knowledge of the automotive industry, with intermediate understanding of makes, models, and basic mechanical aspects.
  • Excellent communication and relationship-building skills, with a customer-centric mindset.
  • Self-motivated with the ability to adapt quickly to shifting priorities and collaborate across departments.
  • Competent in using computer systems and managing inventory or data (experience with Salesforce is a plus).
  • Strong problem-solving abilities and attention to detail, especially in data entry and document management.
  • Ability to work independently while contributing effectively to team objectives.

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