Title & Registration Specialist

Your Role

The Title & Registration Specialist is responsible for advancing order flow, answering questions from customers and internal staff, and removing roadblocks on orders. Duties include: processing vehicle titles, registering vehicles with the state, issuing temporary tags and plates, gathering pertinent data points to place in orders, communicating with customers and vendors by phone and email, establishing strong relationships with customer contacts and vendors, conducting quality checks, and assisting with any additional tasks and responsibilities as may be deemed necessary by management.

This position functions during core business hours and requires daily on-site attendance in our Gainesville, VA office (7001 Heritage Village Plaza, Gainesville, VA 20155).

Day-to-Day Responsibilities

• Manage end-to-end processing of vehicle registrations, title applications, and transfers verifying the accuracy of all documentation (VIN and odometer verification) to ensure multi-jurisdictional compliance.
• Negotiate and resolve hurdles by proactively addressing registration and title issues with customers and government agencies to ensure customer satisfaction and asset mobility.
• Facilitate the seamless deployment of vehicles through the timely issuance of temporary tags and compliance-ready license plates.
• Address questions and offer solutions to customers, both internal and external, using sound judgement to resolve issues, reduce delays and enhance the customer experience following all standard processes to completion.
• Effectively manage direct communication with customers, both FMCs as well as their clients.
• Manage details of each request placing information in specific areas of the order to ensure full understanding of customer requirements.
• Maintain customer focus while balancing customer requirements with company policies and operational procedures.
• Monitor and manage the team dashboard and views to complete tasks and keep orders moving.
• Respond to emails promptly and courteously, within the industry standard of 4 hours.

Organizational Competencies

• Conform with and abide by all regulations, policies, work procedures and instructions.
• Exhibit and reinforce PARS standards and core values (Respect, Commitment, Collaboration, Results) to deliver an exceptional customer experience.
• Maintain customer focus while balancing customer requirements with company policies and operational procedures.
• Ability to learn and utilize all PARS systems and equipment and all updates/upgrades.
• Adhere to organizational goals and objectives while maintaining quality standards.
• Act with integrity and professionalism.
• Demonstrate open, effective communication and teamwork.
• Demonstrate reliable and predictable attendance.

Job Competencies

• Demonstrate the ability to perform activities inherent to the department's responsibilities and assist when necessary to keep service delivery on track.
• Respond and act confidently, assertively, and decisively while taking responsibility and accountability for position requirements.
• Effectively spot issues, trends, and opportunities.
• Exhibit critical thinking skills and the ability to use knowledge, facts, and data to effectively solve problems.
• Work in a fast-paced environment while juggling competing priorities and exhibit the flexibility to quickly adapt to departmental needs.
• Exhibit financial understanding while balancing customer needs and company obligations.
• Demonstrate the ability to manage time effectively and follow through to completion.

Additional Requirements

• High School Diploma or equivalent.
• 0-2 years experience in dealership title/registration (preferred), a call center, customer service or sales.
• Familiarity with state and federal laws related to vehicle registration and title transfer desirable.
• Strong interpersonal skills.
• Analytical and problem-solving skills.
• Attention to detail and high level of accuracy.
• Listening skills.
• Proficient in verbal and written communication.
• Enjoy being part of a cooperative and considerate team.

Compensation and Benefits

• Competitive compensation.
• Hybrid Work Schedule: 4 days in-office and 1 day remote each week.
• BCBS (medical), Delta Dental & VSP (vision).
• Life insurance, short & long-term disability – 100% covered by us.
• Maternity & Paternity Leave.
• 401(k) plan.
• Growth opportunities.
• Paid Time Off plan.