Customer Support Specialist I (Remote from Arkansas)

Vitu; Arkansas; On-site; USD 24,000 - 27,000; Full time

Benefits offered by this job

Healthcare Coverage

HSA/FSA

Generous PTO

Pet Insurance

Retirement Planning

ID Theft Insurance

Life and Disability Insurance

Commuter Benefits

Accident & Hospital Insurance

Tuition Reimbursement

Job summary

Vitu is seeking a Customer Care Specialist I to assist customers via phone, email, and chat, handling inquiries about products, features, and services. You will manage fulfillment, billing, account management, and configuration issues, escalating complex items as needed to internal experts to ensure swift resolutions.

The role focuses on delivering an effortless customer experience, with Tier 1 support for standard issues and potential one-on-one training for customers.

Qualifications

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Proven customer support or client service experience.
• Strong phone, 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, DFA, or dealership, preferred.
• Technical support experience is preferred.
• Primary schedule will be 10:00 AM to 7:00 PM Central Time, Monday - Friday. There may be occasions that require overtime, evening, holiday, or weekend shifts.

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.

Skills

Customer support experience

CRM familiarity

Communication skills

Multitasking

Education

High school diploma

Associate's or Bachelor's degree

Tools

CRM software

Job description

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 I plays a crucial role in assisting customers through various channels, such as inbound calls and support ticketing systems. They focus on establishing and nurturing positive relationships with customers by addressing inquiries related to company products, features, and services. Their responsibilities encompass handling fulfillment, billing, account management, technical, and configuration issues. While adept at resolving common concerns independently, they elevate complex, unexpected, or recurring issues to internal experts to ensure a swift and effective resolution. The Customer Care Specialist I serves as the frontline support, delivering exceptional customer service and contributing to overall customer satisfaction.

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, 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, DFA, or dealership, preferred.
• Technical support experience is preferred.
• Primary schedule will be 10:00 AM to 7:00 PM Central Time, Monday - Friday. There may be occasions that require overtime, evening, holiday, or weekend shifts.

Compensation

The hourly rate range for this position is: $17.50-$19.50

Final compensation for this position will be determined based upon the applicant's relevant experience, skillset, education, location, business needs, market demands, and other factors as permitted by law.

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.