Customer Care Specialist II (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 Customer Care Specialist II helps customers via an inbound call queue, support ticketing systems, and/or through established customer engagement. Develops and maintains positive relations with customers. Responds to customer inquiries regarding company products, features, and/or services. Addresses fulfillment, billing, account management, technical, and configuration issues. Refers complex, unexpected, or recurring issues to internal experts as required to ensure prompt and effective resolution

Key Responsibilities

• Receive and respond to customer requests via the inbound call queue and support ticketing systems.
  

• Provide an Effortless Customer Experience: Ask questions and actively listen to customers to understand their issues, always demonstrating respect and concern.

• Provide Tier 1 support, troubleshooting, and resolving standard and recurring issues with the customer's configuration

• May provide one-on-one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction.
  

• Apply appropriate security tools or processes (i.e., PIN, identifying information) to assess customer records or other electronic information.
  

• Document customer inquiries, status, and resolution.
  

• Work across teams when needed and follow up with customers to resolve issues satisfactorily.
  
  

Minimum Qualifications and Experience

• 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).
  

• 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.

• Automotive industry software support experience.
• Contact Center Operations experience (telecom, workforce management, forecasting, call monitoring, etc.).
• High School Diploma/GED and 3 years of experience related to customer service.
• Any level degree or certification beyond HS diploma/GED + up to 1 year experience.
• 5 years’ experience related to customer service.
  

Compensation -

The hourly rate range for this position is: $16.50 - $23.75

The final pay for this position will be determined by multiple factors including, but not limited to, location, education, experience, training and skills.

At Vitu, our engaged workforce is the key to our success. We are committed to creating a positive, inclusive, and motivating environment where employees feel valued, connected, and empowered. We have an Employee first culture and foster a collaborative environment where innovation, creativity, diverse ideas and opinions are valued. We value each team member and ensure they have the opportunity to grow and contribute to the success of our organization.

At Vitu, we care for our employees and their families. We offer a comprehensive benefits package including -

• 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

Vitu is an Equal Employment Opportunity Employer. We value diversity and are dedicated to providing an equal and inclusive working environment. We are committed to providing an environment that is free from discrimination and harassment. We do not discriminate on the basis of race, color, religion, age, sex, sexual orientation, gender identity, ethnicity, national origin or ancestry, disability, marital status, veteran status or any other category protected by applicable federal, state or local law. Vitu is committed to providing reasonable accommodations when requested by an applicant or employee with disabilities, unless such accommodations would cause undue hardship.