Customer Care Specialist I

This is a fully remote position, open to applicants in Kentucky.

📋 Description

• Assist customers through an inbound call queue, support ticket systems, and/or designated customer engagement channels.

• Address customer inquiries via telephone, email, and chat.

• Manage customer requests received through inbound call queues and support ticket systems.

• Engage in active listening and ask questions to fully comprehend customer issues while showing respect and concern.

• Deliver Tier 1 support for standard and recurring configuration problems, such as password resets and basic solution inquiries.

• Provide individualized training for new and/or existing customers as required.

• Utilize internal and security tools or processes to evaluate customer records or electronic information.

• Record customer inquiries, their status, and resolutions.

• Collaborate with teams and follow up with customers to ensure satisfactory issue resolution.

• Escalate complex, unexpected, or recurring issues to internal specialists.

⛳️ Requirements

• High school diploma or equivalent; an Associate's or Bachelor's degree is advantageous.

• Basic knowledge of Kentucky Title and Registration is required.

• Demonstrated experience in customer support or client service.

• Strong skills in handling phone and email communications, along with active listening abilities.

• Familiarity with CRM systems and practices is preferred.

• Customer-focused with the ability to adapt and respond to various personality types.

• Exceptional communication and problem-solving skills.

• Capability to multitask, prioritize, and manage time effectively.

• Experience in title, registration, DMV, or dealership settings is preferred.

• Previous technical support experience is desirable.

• Must be available for variable shifts, potentially including nights and weekends, to meet new state legislation requirements.

🏝️ Benefits

• Healthcare Coverage for you and your family, including Medical, Dental & Vision.

• Tax-advantaged accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA).

• Generous Paid Time Off (PTO).

• Pet Insurance.

• Retirement Planning.

• Identity Theft Insurance.

• Life and Disability Insurance.

• Commuter Benefits.

• Accident & Hospital, Critical Illness Insurance.

• Tuition Reimbursement.

• Inclusive and collaborative work environment.

• Equal employment opportunity and reasonable accommodations.