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Title DMV Customer Service Specialist Title ClerkCustomer Service Specialist
Location Gainesville, VA
Job Information

Processing all licensing and titling paperwork necessary per state, even to the municipality level.

Ensuring prompt execution and delivery of permanent customer license plates.

Monitoring and following up on licensing and titling requests.

Assisting with administrative duties, such as answering non‐order specific questions from both corporate and retail customers, placing and cancelling orders as requested and disseminating email.

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Title Customer Service Specialist Full-Time and Part-Time
Location Gainesville, VA
Job Information

Position Summary:

The Customer Service Specialist (CSS) is responsible for serving as liaison between customers, field offices and vehicle recipients. Duties include: maintaining operational efficiency by managing assigned orders; maintaining communication with PARS field offices and customers to ensure work orders are completed in a timely manner while adhering to individual customer parameters for each order and assisting with any additional tasks and responsibilities, as may be deemed necessary by management.

Position Responsibilities:

  • Answering telephones, emails and any other communications promptly and courteously
  • Conducting telephone queries and communications in a professional manner, with a display of business decorum
  • Greeting customers warmly and ascertaining the problem or reason for calling
  • Providing exceptional customer service by developing good working relationships with customers
  • Documenting and resolving customer complaints via telephone and email to ensure customer satisfaction
  • Coordinating daily activities and tracking order progression through provided tools to ensure timely customer service
  • Assisting with administrative duties, such as answering non-order specific questions from both corporate and retail customers, placing and cancelling orders as requested and disseminating email
  • Providing and recording customer quotes
  • Assisting the creation and distribution of ad hoc reports for customers, as needed
  • Retrieving, assigning and monitoring customer orders, to include pulling and placing orders
  • Utilizing various transportation provider systems to fulfill customer relocations, as requested
  • Tracking order progression through provided tools to ensure timely customer service
  • Contacting customers via telephone and email to verify order information
  • Initiating timely customer communication with regard to vehicle issues, per established customer parameters
  • Addressing questions and offering solutions to customers and inter-company personnel
  • Assisting with driver communications in the field
  • Completing all assignments that management deems necessary to advance the Company’s daily business needs and operations
  • Creating and developing innovative ways of streamlining the operations process wherever possible and within the guidelines of customer requirements and team goals
  • Providing special project support to all departments within the organization
  • Working with supervisors and managers to effectively resolve order discrepancies that are beyond the scope of work
  • Ensuring a professional level of accuracy in preparing and recording information
  • Conforming to professional office conduct, demeanor, policies, and procedures.Review and approve Independent Contractor invoices and supporting documentation

Candidate Experience/Attributes:

  • Comfortable working in a stressful, fast-paced office environment
  • Ability to attend to multiple tasks and remain detail-oriented
  • Ability to maintain a high level of accuracy in preparing and entering information.
  • Comfortable working with computers as part of the daily operations
    • Basic computer proficiency required to manage customer orders through PARS website
    • Experience using Microsoft Office suite (Excel, Word), assorted photo upload programs, scanning programs, Adobe Acrobat, and Internet search engines (e.g., Google)
  • Other desired skills include:
    • Interpersonal skills
    • Analytical and problem solving skills
    • Effective verbal and written communication skills
    • Listening skills
    • Attention to detail and high level of accuracy
    • Organizational skills
  • Candidate must possess and demonstrate honesty, trustworthiness, respect, patience, flexibility, cultural sensitivity and a sound work ethic.
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