Customer Care Specialist II (Remote)

About Vitu

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.

Job Summary

The Customer Care Specialist II 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

• 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, troubleshooting, and resolving standard and recurring issues with the customer's configuration, Vitu software, or other vendor integration points.
• 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 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.

Minimum Qualifications and Experience

• High School Diploma/GED and 3 years' experience OR Any level degree or certification beyond High School Diploma/GED and up to 1 year experience OR 5 years' experience.
• Strong technical skills (Microsoft Office, Salesforce.com, or similar CRM, contact center software).
• Serves as a customer care agent for an assigned customer base or product area.
• Responds to customer inquiries received via telephone or online.
• Documents and reports on customer inquiries, status, and resolution.
• Follow up with customers on issue status and resolution to ensure ongoing high satisfaction levels.
• Determines problem source (i.e., hardware, software, user access).
• Resolves issues where possible.
• Refers difficult and complex issues to internal technical experts and/or management.
• Documents issues for future reference, internally and externally.
• Builds working relationships with customer representatives and with cross-functional teams.

Preferred Qualifications

• Automotive industry software support experience.
• Contact Center Operations experience (telecom, workforce management, forecasting, call monitoring, etc.).

Compensation

The hourly rate range for this position is: $18 - $23.

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.

Benefits

At Vitu, we care for our employees and their families. We offer a comprehensive benefits package including:

• Healthcare Coverage (Medical, Dental & Vision)
• Tax Advantage accounts (HSA & FSA)
• Generous PTO
• Pet Insurance
• Retirement Planning
• ID Theft Insurance
• Life and Disability Insurance
• Commuter Benefits
• Accident & Hospital, Critical Illness Insurance
• Tuition Reimbursement

Equal Opportunity Employer

Vitu is an Equal Employment Opportunity Employer. We value diversity and are dedicated to providing an equal and inclusive working environment.

Recruitment Fraud Warning

We will never ask candidates for payment, banking information, gift cards, cryptocurrency, login credentials or personal financial details during the recruitment process. Official communication will only come from authorized company email domains (vitu.com).