Customer Care Specialist I

Vitu; Fairfax (VA); Remote; USD 25,000 - 28,000; Full time

Benefits offered by this job

Healthcare Coverage

HSA/FSA

Generous PTO

Retirement Planning

Life and Disability Insurance

Tuition Reimbursement

ID Theft Insurance

Commuter Benefits

Pet Insurance

Job summary

Vitu is seeking a Customer Support Specialist I (Remote) in the United States. You will handle inbound inquiries via phone, email, and chat, and resolve common product issues while documenting interactions to ensure a seamless experience.

The role requires strong communication, prior customer support experience, CRM familiarity, and the ability to multitask. Competitive hourly compensation and benefits are offered.

Qualifications

• High school diploma or equivalent; associate or bachelor’s degree a plus.
• Proven customer support or client service experience.
• Strong communication and problem-solving skills.
• Familiarity with CRM systems and practices.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Receive and respond to customer requests via inbound channels and ticketing systems.
• Provide an effortless customer experience by listening and asking the right questions.
• Provide Tier 1 support for configuration issues, passwords, and basic questions.
• May train customers and collaborate with teams to resolve issues.
• Document inquiries, status, and resolution; follow up as needed.

Skills

Customer service

Active listening

CRM systems

Problem solving

Communication

Education

High school diploma or equivalent

Associate's or Bachelor's preferred

Tools

CRM software

Job description

Customer Support Specialist I (Remote)

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 Support Specialist 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

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• 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, solving standard and recurring issues with the customer's configuration such as password resets or answering basic questions about the solution.
• 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 internal and 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 and Experience

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Proven customer support or client service experience.
• Strong phone and email contact handling skills and active listening.
• Familiarity with CRM systems and practices, preferred.
• Customer orientation and ability to adapt/respond to different types of personalities.
• Excellent communication and problem-solving skills.
• Ability to multitask, prioritize, and manage time effectively.
• Experience in title, registration, MVA, or dealerships preferred.
• Technical support experience is preferred.
• Primary schedule will be either 8:00 AM to 5:00 PM ET or 9:00 AM to 6:00 PM ET, Tuesday - Saturday. There may be occasions that require overtime, evening, holiday, or weekend shifts.

Compensation

The hourly rate range for this position is: $18.00 - $20.50

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.