Customer Care Specialist I

Vitu•Fairfax, VA

5d•Remote

About The Position

Vitu is hiring a Customer Care Specialist I to support customers through inbound phone queues, support ticketing systems, and other established customer engagement channels. The role develops and maintains positive customer relationships and responds to questions about company products, features, and services. It addresses fulfillment, billing, account management, technical, and configuration issues, referring complex, unexpected, or recurring matters to internal experts when needed to ensure prompt and effective resolution. The specialist provides Tier 1 assistance, documents customer inquiries and outcomes, and works with other teams to resolve issues and follow up with customers. The role may also include one-on-one training for new or existing customers. The primary schedule is either 8:00 AM–5:00 PM ET or 9:00 AM–6:00 PM ET, Tuesday through Saturday. Occasional overtime, evening, holiday, or weekend shifts may be required. This is a remote position with an hourly pay range of $18.00–$20.50; final pay depends on factors including location, education, experience, training, and skills.

Requirements

High school diploma or equivalent.
Proven customer support or client service experience.
Strong phone and email contact-handling skills and active listening.
Customer orientation and the ability to adapt and respond to different personality types.
Excellent communication and problem-solving skills.
Ability to multitask, prioritize, and manage time effectively.

Nice To Haves

Associate's or Bachelor's degree.
Familiarity with CRM systems and practices.
Experience in title, registration, MVA, or dealerships.
Technical support experience.

Responsibilities

Respond to customer inquiries by phone, email, and chat in a timely and professional manner.
Receive and respond to customer requests through inbound call queues and support ticketing systems.
Ask questions and actively listen to understand customer issues, demonstrating respect and concern.
Provide Tier 1 support by resolving standard and recurring configuration issues, such as password resets and basic questions about the solution.
Provide one-on-one training to new or existing customers as needed while addressing support issues.
Use appropriate internal and security tools or processes, including PINs and identifying information, to assess customer records or other electronic information.
Document customer inquiries, status, and resolution.
Work across teams as needed and follow up with customers to resolve issues satisfactorily.
Refer complex, unexpected, or recurring issues to internal experts when required.