Manager, Technical Customer Care

Vitu•Wilmington, OH

4d•Onsite

About The Position

As the leading innovator in Vehicle-to-Government (V2Gov) technology, Vitu is transforming the way vehicles, businesses, government, and drivers interact with one another. Vitu provides innovative, cutting-edge services to the motor vehicle industry. Our namesake solution manages titling and registration transactions in all 50 states and across multiple locations — all on one platform. With the mission of expanding and automating Vehicle-to-Government (V2Gov) transactions, the Vitu platform is reimagining how drivers, businesses and governments interact with vehicles. Vitu has offices in California, Florida, Georgia, Illinois, Indiana, Minnesota, Montana, North Carolina, New Hampshire, New Jersey, New York, Ohio, Oregon, Pennsylvania, and Virginia. The Manager, Technical Customer Care is responsible for teams' performance, training, development, and daily operations. Ensures Service Agreements are met and communicates interdepartmentally with other department leadership as needed. Champions process improvement within the organization to benefit the company.

Requirements

Bachelor's degree in a related discipline and 6 years’ experience in a related field.
OR master's degree and 4 years’ experience;
OR Ph.D. and 1-year experience in a related field;
OR 10 years’ experience in a related field.

Nice To Haves

Strong management skills and solution-driven results that enable best practices and optimal performance of individuals and the team.
Proven track record of leading motivating, developing, and coaching employees; building a high-performance team with demonstrated success; and developing and retaining high-performing employees.
Must be able to handle multiple competing priorities and deliver results in a fast-paced environment.
Strong problem-solving skills and the ability to exercise sound judgment.
Experience with interaction distribution systems such as Genesys Pure Cloud.
Proven ability to organize and prioritize daily work and complete projects with limited supervision.
Automotive industry knowledge

Responsibilities

Provide leadership and oversight for the Customer Care function.
Develop and maintains customer contact channel touch points with an emphasis on understanding the customer’s point of view and improving customer satisfaction.
Define and implement customer contact engagement strategy, performance objectives, and cost optimization.
Oversees customer engagement and issue resolution, ensuring issues are addressed professionally, quickly, and sustainably.
Identifies and addresses recurring trends, difficult-to-resolve problems, and potential issues identified by Customer Care team members and supervisors.
Ensures provision of end-to-end support to address identified and potential issues, integrating the work of Technical Customer Care team members when necessary.
Resolves critical issues that supervisors and teams raise, referring the most significant and complex to the appropriate business process owners, technical colleagues, or senior management.
Reviews daily, weekly, monthly, and quarterly performance metrics to ensure teams are performing within expectations.
Ensures/performs periodic live call monitoring to ensure high-quality customer support.
Ensures team members receive ongoing training and information about Cox products and features; ensures team receives training in sales methods and techniques.
Ensures appropriate implementation of workforce management analyses regarding staffing levels, assignments, and phone queue management

Benefits

Healthcare Coverage for you and your family covering Medical, Dental & Vision
Tax Advantage accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA)
Generous PTO
Pet Insurance
Retirement Planning
ID Theft Insurance
Life and Disability Insurance
Commuter Benefits
Accident & Hospital, Critical Illness Insurance
Tuition Reimbursement