Senior Customer Care Specialist (Remote)

Vitu; Northern (KY); Hybrid; USD 30,000 - 33,000; Full time

Benefits offered by this job

Healthcare Coverage

HSA/FSA

Generous PTO

Pet Insurance

Retirement Planning

ID Theft Insurance

Life and Disability Insurance

Tuition Reimbursement

Job summary

Vitu is seeking a Senior Customer Care Specialist (Remote) in the United States. You will support customers via phone, email, and chat, addressing inquiries about products and services while maintaining positive relationships.

The role emphasizes clear communication, problem solving, and timely resolutions. Experience with CRM systems and a customer-focused mindset are valued as you assist with billing, configuration issues, and account management.

Qualifications

• High school diploma or equivalent; degree a plus.
• Proven customer support experience.
• Strong phone, email, and chat handling and active listening.
• Familiarity with CRM systems.
• Customer-oriented with adaptability.
• Excellent communication and problem-solving skills.
• Multitasking and time management abilities.

Responsibilities

• Respond to inquiries via phone, email, and chat promptly and professionally.
• Handle inbound requests via call queue and ticketing systems.
• Provide an effortless customer experience through active listening.
• Offer Tier 1 support for standard configuration questions.
• Assist with training for new and existing customers as needed.
• Document inquiries, status, and resolutions in the system.
• Collaborate with other teams to resolve issues.

Skills

Customer support experience

Active listening

Communication skills

Multitasking

Problem-solving

Adaptability

Technical support experience

Education

High school diploma or equivalent; Associate's or Bachelor's degree is a plus.

Tools

CRM systems

Job description

Senior Customer Care Specialist (Remote)

United States

Job Description

Senior Customer Support Specialist (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, 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, DMV, or dealership, preferred.

Technical support experience is preferred.

Compensation

The hourly rate range for this position is: $22.00 - $24.00

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.

Company Culture

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.

Benefits

• 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
• Accident & Hospital, Critical Illness Insurance
• Tuition Reimbursement

Equal Employment Opportunity

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.