Titles Support Specialist - Customer Experience & Resolution

Colonial Group; Buffalo (NY); On-site; USD 35,000 - 48,000; Full time

Job summary

Colonial Group is seeking an Account Support Representative - Titles in Buffalo, NY to ensure customer and dealership satisfaction. The role focuses on growing relationships, resolving title-related issues, and partnering with internal teams to improve the customer experience.

Responsibilities include handling inbound/outbound calls, using Salesforce and Tableau, cross-functional collaboration, and meeting KPIs.

Qualifications

• High School Diploma required.
• 1 year relevant administrative or titles-related experience.
• Ability to read, write, speak and understand English.
• Effective communication and interpersonal skills.
• Problem-solving tactics.
• Detail orientation and time management.
• Titles/automotive experience preferred.
• Technical aptitude.
• Proven multitasking abilities.

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Build and maintain relationships with Titles Clerks and dealership representatives, ensuring a positive customer experience and problem resolution.
• Receive inbound and initiate outbound calls to customers.
• Proactively communicate with dealerships and customers to understand challenges around titles needs.
• Provide resolution to day-to-day customer-related issues, utilizing processes and procedures to close process gaps and improve the customer experience.
• Resolve customer inquiries utilizing DMV, industry, and regulatory agency publications, as well as internal tools.
• Utilize tools and technology, including Salesforce and Tableau, to navigate customer inquiries and issues.
• Leverage existing systems to support the customer relationship and experience.
• Work cross-functionally with internal teams to support and nurture customer relationships, understanding resources available within the organization to enhance customer experience.
• Partner with Outside and Inside Sales Teams to ensure customer satisfaction.
• Manage and maintain a workload through established KPIs, dashboards, and physical documents.
• Ensure proper validation and verification on all titles-related work, as risk assessment and quality assurance is imperative to this role.
• Perform additional duties as assigned.

Skills

English proficiency

Communication

Problem solving

Time management

Multitasking

Detail oriented

Technical aptitude

Titles/automotive experience

Education

High School Diploma

Tools

Salesforce

Tableau

Job description

Colonial Group is seeking an Account Support Representative - Titles in Buffalo, NY to ensure customer and dealership satisfaction. The role focuses on growing relationships, resolving title-related issues, and partnering with internal teams to improve the customer experience.

Responsibilities include handling inbound/outbound calls, using Salesforce and Tableau, cross-functional collaboration, and meeting KPIs.