Senior Customer Care Specialist
About The Position
Senior Customer Care Specialist (Onsite) 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. Job Summary The Senior Customer Care Specialist roles will be a valued part of our Client Services Group. This role will be expected to complete all responsibilities listed within their operational area, as well as the job functions of a Customer Care Specialist.
Requirements
- 3 years' experience in Client Services, Support, or related functions in the technology or software industry
- Strong technical skills (Microsoft Office, Salesforce.com, or similar CRM, contact center software)
Nice To Haves
- Automotive industry software support experience
- Contact Center Operations experience (telecom, workforce management, forecasting, call monitoring, etc.)
Responsibilities
- Engage customers and determine how to assist them.
- Answer and effectively respond to inbound phone calls via call center applications
- Respond to inquiries on vehicle titling and registration processes for various dealers, state motor vehicle agencies, customers, and clients
- Use company proprietary software for research, data entry, and account follow-up activity.
- Follow instructions and maintain workflow standards.
- Attain production and quality goals.
- Serves as a customer care agent for an assigned customer base or product area.
- Responds to customer inquiries received via telephone or online.
- Documents and reports on customer inquiries, status, and resolution.
- Follow up with customers on issue status and resolution to ensure ongoing high satisfaction levels.
- Determines problem source (i.e., hardware, software, user access)
- Resolves issues where possible
- Refers difficult and complex issues to internal technical experts and/or
- Refers issues to 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
251-500 employees
