Frontline Tier 1 Customer Support Specialist

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

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.