MAV Remote - 3600 - Support - Sr Customer Care Specialist

Van Nuys, Los Angeles, CA, USA Req #68

Thursday, January 23, 2025

This position is remote and candidate must reside in California.

The position of Sr Customer Care Specialist entails being the primary customer support for our contact center. Success in this position requires the CCS to work independently with little supervision to provide immediate availability, be professional, provide documentation within our systems, and be knowledgeable of business products and services. The CCS is responsible for responding to inquiries on vehicle titling and registration processes for various dealers, state motor vehicle agencies, customers, and clients. This requires the CCS to be confident in both the knowledge of the business as well as business product offerings.

Specific Responsiblities

Answer and effectively respond to inbound phone calls via call center applications.
Reply to email messages, faxes and service tickets.
Engage customers and determine how to assist them.
Respond to inquiries on vehicle titling and registration processes for various dealers, state motor vehicle agencies, customers, and clients.
Make outbound calls to dealers and state motor vehicle agencies (DMVs) to obtain vehicle title status.
Use company proprietary software for research, data entry, and account follow-up activity.
Follow instructions and maintain workflow standards.
Attain production and quality goals.
Adhere to all company policies and procedures.
Builds positive customer relationships by asking questions, actively listening, and offering solutions in a considerate and professional manner.
Maintains appropriate documentation of conversations, ensuring handoff continuity and the accuracy of customer profiles.
Manages a high volume of tasks in a timely and efficient manner.

Travel REquired

> 5%

Required Qualifications:

High School Diploma/GED and 5 years' experience OR Any level degree or certification beyond High School Diploma/GED and 3 years' experience OR 7 years' experience.
Strong verbal and written communication skills.
Knowledge of operating a PC, telephone, fax, scanner, and photocopier.
Intermediate knowledge of PC software applications (i.e., MS Office, Excel, and Outlook).
Data entry skills required, ability to type 35 WPM or greater at 99.6% accuracy.

PREFERRED QUALIFICATIONS

Knowledge of client requirements for DMV and related documents preferred.
Knowledge of various state DMV forms and their usage by the company.
Experience with interaction distribution systems such as Genesys Pure Cloud.
Proven ability to organize and prioritize daily work and complete projects with limited supervision.
Automotive industry knowledge.

minimum requirements

High School Diploma/GED and 5 years' experience OR Any level degree or certification beyond High School Diploma/GED and 3 years' experience OR 7 years' experience.

Other details

Pay Type Hourly

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MAV Remote - 3600 - Support - Sr Customer Care Specialist