Become proficient in all knowledge base requirements in order to resolve clients’ needs as efficiently as possible
Become proficient in all platforms, systems, and tools used to maintain client records, transactions, documentation and relevant data
Maintain appropriate documentation of conversations in designated system to ensure handoff continuity and client profile accuracy
Manage inbound calls, emails and texts in a timely and efficient manner
Identify client needs, research issue and provide solutions and/or alternatives
Build sustainable relationships and engage clients by providing best-in-class service
Meet and/or exceed established verification guidelines and key performance criteria
Work closely with our peers and BPO partners to deliver on client SLAs
Work across the organization as needed to resolve requests and correct issues/problems
Contact external vendors/clients/customers to determine status updates, vehicle locations and to gather information to ensure program requirements are maintained
Identify areas of process improvement
Effectively communicate
Perform other duties as deemed necessary by management

Excellent oral and written communications skills, particularly in a phone, email, SMS or chat context
Effective time management
Attention to detail and follow-through
Demonstrated ability to adapt in a changing environment
Ability to multi-task within a fast-paced, high energy, dynamic and demanding environment
Demonstrated experience being a customer-focused, service-oriented professional

Employees are eligible to receive a minimum of sixteen hours of paid time off every month
Seven paid holidays throughout the calendar year
Additional paid time off in the form of bereavement leave
Time off to vote
Jury duty leave
Volunteer time off
Military leave
Parental leave
Health care insurance (medical, dental, vision)
Retirement planning (401(k))
Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)

Vehicle Operations Support Specialist II

Key skills