Posted on: January 10, 2022
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,
Illinois, Indiana, Minnesota, Montana, Oregon, Pennsylvania, and
The Resolution Manager is responsible for the investigation and
monitoring of disputed customer transactions that are received
verbally and/or in writing to ensure we are providing stellar
customer service, complying with all applicable regulations, and
minimizing financial impact to the company.
The ideal candidate must have excellent communication and
organizational skills, especially in representing Vitu and
developing resolutions that will work for both parties' best
Provide stellar, courteous, professional customer service and
follow through when interacting with internal Vitu staff and
customers in a professional, timely and efficient manner.
Manage the resolution process, monitor all issues and maintain
documentation for all resolutions.
Perform research for all complaints and recommend required action;
escalate unresolved issues as needed to provide an appropriate
Initiate proactive monitoring and customer interaction before any
transaction processed via Vitu services becomes an issue.
Host and lead Check In review calls with strategic customers.
Develop and maintain weekly reporting and a resolution plan to
review with senior staff.
Provide customers with accurate and appropriate information to
answer questions, generate outgoing communications, troubleshoot
issues, and resolve complaints.
Continuously identify and drive improvement to existing service
processes and procedures to reduce cost and avoidable errors.
Must be willing to travel as needed to execute job
Must be willing to work in office and remotely as needed.
Keep up to date with systems integration, system and process
Minimum of 5 years of related customer care experience or similar
Excellent time and people management skills, with the ability to
prioritize and multi-task under pressure of deadlines
Excellent critical thinking, problem solving and sound judgment
Analytical skill necessary to make decisions and resolve complex
Customer service focused and team oriented
Proven track record at delivering timely and accurate information
in a fast-paced environment
Process-oriented, and able to focus on details for long periods
Demonstrated ability to make decisions within set
Strong business acumen and ability to interface with executive
management in a professional manner
Well organized and able to work under timelines and constraints
Clear verbal and written communication skills
Demonstrable skill and execution in the preparation and delivery of
Automotive experience a plus
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Keywords: Vitu, Manchester , Resolution Manager, Executive , Manchester, New Hampshire
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