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Resolution Manager

Company: Vitu
Location: Manchester
Posted on: January 10, 2022

Job Description:

About MVSC

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 Virginia.

Position Overview

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 interests.

Responsibilities
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 response.
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 responsibilities.
Must be willing to work in office and remotely as needed.
Keep up to date with systems integration, system and process management.

Qualifications
Minimum of 5 years of related customer care experience or similar responsibilities
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 issues
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 policies/procedures
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 detailed reports
Automotive experience a plus

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Keywords: Vitu, Manchester , Resolution Manager, Executive , Manchester, New Hampshire

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