customer service

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS
Provide leadership to their respective teams by monitoring workflow, providing reports, distribute daily work, escalate timeliness/quality concerns to supervisor.
Create/manage SOP s for internal processes, SME for Compliance Services
Research legislative changes which may affect title/reg transactions and provide results to manager for additional investigation and/or system and letter updates.
Partner with supervisor to investigate and resolve client issues and help manage escalation to completion.
Escalate to supervisor potential events that would result in missing metrics and bring suggested solutions.
Function as SME (subject matter expert) and support development of new process and/or system enhancements for improvement
Monitor and manage outlier reporting and provide additional follow-up to ensure transactions are processed in a timely manner.
Provide training and mentoring to newest specialists to develop skills.
Support company initiatives and work with Specialist I to meet or exceed department KPIs and metrics.
Offer support with inbound compliance response center call center
Employee shall complete notary tasks for the business as requested (notarizing documents, affidavits, etc.)

COMPETENCIES - SKILLS
Ability to speak and write clearly, confidently, and succinctly in communications with dealers, tag agencies, government agencies, and clients.
Strong customer service skills, with the ability to interact internal/external customers with diplomacy and tact.
Strong critical thinking skills
Multi-task in a demanding environment, while demonstrating ability to effectively prioritize tasks and maintain a high level of organization.
High attention to detail to ensure accuracy and ability to audit invoicing.
Demonstrate excellent follow up and problem-solving skills.
Complete basic math functions to calculate complex tax documents.
Proficient with Microsoft Windows and the various software it offers. (Visio, Word, Excel, Office, Etc.)
Proficient with web-based system and databases and knowledgeable with navigating the internet.
Strong networking skills with the ability to negotiate cost and pricing with various vendors.
Must be self-motivated, work well in a team environment, and demonstrate leadership qualities.

EDUCATION AND EXPERIENCE
High school diploma or equivalent required
3-5 years of previous office or customer service experience
Use of Salesforce request management system to engage and respond to client / driver requests