Customer Care Specialist I

Customer Support Specialist I (Onsite: Richmond, VA) 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: $19.00 - $22.00. Final compensation will be determined based upon the applicant’s relevant experience, skill set, education, location, business needs, market demands, and other factors as permitted by law. 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 Commuter Benefits Accident & Hospital, Critical Illness Insurance Tuition Reimbursement Equal Employment Opportunity Statement 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. #J-18808-Ljbffr