Senior Customer Care Specialist

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. Team members will be responsible for acting at a senior level on behalf of our business partners, as well as being subject matter experts and trainers. This position is with the TMS Inbound Call team.

Under limited supervision, the primary functions of the Senior Customer Care Specialist could include the following:

Your role:

• Reply to email messages, faxes, and service tickets.
• 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
• Make outbound calls to dealers and state motor vehicle agencies (DMVs) to obtain vehicle title status
• Use company proprietary software for research, data entry, and account follow-up activity.
• Follow instructions and maintain workflow standards.
• Attain production and quality goals.
• Adhere to all company policies and procedures.
• Assist with report running, workflow monitoring, and assigning out
• Assist with new hire training, mentoring, and refresher training
• Act as backup to Department Team Lead
• Assist with Special Projects
• Perform other duties as necessary
• Ability to work a flexible schedule as needed, including occasional mandatory overtime

Qualifications

Minimum Requirements:

• HSD, GED, or equivalent work experience
• Generally, 5 years of related experience or equivalent
• One year of experience in a customer service position
• Excellent verbal and written communication skills
• Knowledge of how to operate a PC, telephone, fax, scanner, and photocopier
• Intermediate knowledge of PC software applications (i.e., MS Office, Excel, and Outlook)
• Data entry skills, ability to type 35 WPM or greater with 99.6% accuracy

What we look for (preferred):

• Ten-key skills for payment transactions team
• Knowledge of client requirements for DMV and related documents
• Knowledge of various state DMV forms and their use by the company
• Knowledge of company proprietary software; knowledge of state abbreviations
• Attention to Detail
• Good Organizational Skills
• Adaptability
• Demonstrates consistent accuracy and thoroughness
• Efficient and timely completion of work
• Call Center Customer service
• Ability to Multitask and Prioritize workload

Role Type:

Fully Onsite (3268 Progress Way, Wilmington, OH 45177)