Senior Customer Care Specialist
Vitu, Wilmington, OH, United States
Senior Customer Care Specialist (Onsite)
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 Senior Customer Care Specialist provides frontline support to customers by addressing inquiries, processing service requests, and ensuring a positive user experience. This role focuses more on complex problem-solving, mentoring, cross-team collaboration, and strategic impact.
Key Responsibilities
Act as a go-to expert and escalation point for high-impact, sensitive, or unresolved issues.
Handle complex, multi-touch, or high-priority cases requiring coordination across multiple teams. Providing tier 1 and tier 2 support through inbound call queues and supporting ticketing systems
Drive improvements in customer experience by identifying trends, creating documentation, or leading initiatives.
Mentor and coach Specialists I and II; provide feedback and assist in onboarding/training.
Collaborate closely with cross-functional leadership (Product, Engineering, Customer Success) to represent the voice of the customer.
Lead or participate in special projects, pilot programs, or support strategy initiatives.
Analyze customer feedback and support data to identify areas for team or product improvement.
Ensure adherence to high standards of security, privacy, and compliance in all customer interactions.
May take on queue management, quality assurance, or workflow optimization tasks.
Minimum Qualifications and Experience
High School Diploma/GED and 3 years of experience related to customer service OR any level degree or certification beyond HS diploma/GED
5 years' experience in Client Services, Support, or related functions in the technology or software industry preferred
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.
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: $22.60 - $24.04
The final pay for this position will be determined by multiple factors including, but not limited to, location, education, experience, training and skills.
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.
At Vitu, we care for our employees and their families. We offer a comprehensive benefits package including -
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
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.
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 Senior Customer Care Specialist provides frontline support to customers by addressing inquiries, processing service requests, and ensuring a positive user experience. This role focuses more on complex problem-solving, mentoring, cross-team collaboration, and strategic impact.
Key Responsibilities
Act as a go-to expert and escalation point for high-impact, sensitive, or unresolved issues.
Handle complex, multi-touch, or high-priority cases requiring coordination across multiple teams. Providing tier 1 and tier 2 support through inbound call queues and supporting ticketing systems
Drive improvements in customer experience by identifying trends, creating documentation, or leading initiatives.
Mentor and coach Specialists I and II; provide feedback and assist in onboarding/training.
Collaborate closely with cross-functional leadership (Product, Engineering, Customer Success) to represent the voice of the customer.
Lead or participate in special projects, pilot programs, or support strategy initiatives.
Analyze customer feedback and support data to identify areas for team or product improvement.
Ensure adherence to high standards of security, privacy, and compliance in all customer interactions.
May take on queue management, quality assurance, or workflow optimization tasks.
Minimum Qualifications and Experience
High School Diploma/GED and 3 years of experience related to customer service OR any level degree or certification beyond HS diploma/GED
5 years' experience in Client Services, Support, or related functions in the technology or software industry preferred
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.
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: $22.60 - $24.04
The final pay for this position will be determined by multiple factors including, but not limited to, location, education, experience, training and skills.
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.
At Vitu, we care for our employees and their families. We offer a comprehensive benefits package including -
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
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.