Customer Care Specialist

About Vitu

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.

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.

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, Cox Automotive software, or other vendor integration points.

• 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.

Qualifications

• 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

PREFERRED QUALIFICATIONS

• Automotive industry software support experience

• Contact Center Operations experience (telecom, workforce management, forecasting, call monitoring, etc.)

MINIMUM REQUIREMENTS

• High School Diploma/GED and 3 years of experience related to customer service OR

• any level degree or certification beyond HS diploma/GED + up to 1 year experience OR

• 5 years’ experience related to customer service