Customer Service Representative II

Job Description

Job Description

We are looking for a detail-oriented Customer Service Representative II to support vehicle intake and records processing for an impound operations team in Baltimore, Maryland. This Contract position is ideal for someone who can balance customer service, documentation accuracy, and careful handling of sensitive vehicle and property information. The person in this role will help maintain organized records, verify incoming documentation, and ensure each vehicle is processed thoroughly and consistently.

Responsibilities:
• Process incoming vehicle documentation by reviewing, validating, and marking intake records for units received at the impound facility.
• Examine police reports and related paperwork to confirm vehicle details, determine the cause of impoundment, and note key location information for tracking purposes.
• Inspect vehicles to verify identifying information such as VIN, tag number, make, model, color, year, and mileage, and compare findings against supporting records.
• Document vehicle condition by taking photographs, with close attention to any visible damage present at the time of receipt.
• Receive and secure vehicle keys, complete key control documentation, and maintain accurate tracking of stored keys.
• Remove visible valuables when required, record all personal property, and transfer items to a designated secure storage area using proper chain-of-custody procedures.
• Complete inventory and control forms by recording billing details, tow information, storage location, and associated property references, then obtain required signatures for accuracy.
• Enter vehicle and property information into the database, upload supporting images, and assemble complete case files for supervisor review.
• Label vehicles with tracking identifiers, impound dates, and property references, and maintain a daily log of all vehicles processed.
• Communicate potential security concerns, including signs of tampering or unsecured custom equipment, to appropriate personnel and assist with related operational tasks as needed.• High school diploma or equivalent required.
• At least one year of experience in office support, administrative processing, or a similar records-based environment.
• Ability to perform accurate data entry and maintain organized documentation in a fast-paced setting.
• Strong attention to detail with the ability to verify information across multiple forms and reports.
• Customer service skills with the ability to assist individuals professionally and address routine questions or issues.
• Comfortable inspecting vehicles and handling documentation related to keys, valuables, and impounded property.
• Ability to identify discrepancies, support problem resolution, and escalate concerns when necessary.