Customer Service Representative II

We are looking for a Customer Service Representative II to support vehicle intake operations for a Contract position based in Baltimore, Maryland. In this role, you will help manage the check-in process for vehicles arriving at the city impound facility by reviewing documentation, confirming vehicle details, and maintaining accurate records. The position is well suited for someone who is organized, attentive to detail, and comfortable handling customer service and administrative tasks in a fast-paced environment.

Responsibilities:
• Process incoming vehicle intake paperwork by reviewing, validating, and marking documents related to towed vehicles received at the impound location.
• Examine police reports and supporting records to confirm vehicle identification details, impound reasons, and key locations, then apply the appropriate intake coding.
• Inspect each vehicle to verify identifying information such as VIN, tag number, make, model, color, year, and odometer reading against submitted documentation.
• Identify and document visible valuables, aftermarket features, damage, or security concerns, and escalate potential issues involving tampering or unsecured property.
• Capture and organize vehicle photographs to record the condition of each unit at the time it is received.
• Receive, log, and secure vehicle keys while completing required key control documentation and property tracking forms.
• Prepare inventory records that include vehicle details, fees, billing information, storage location, and related property references, ensuring all required signatures are obtained.
• Enter vehicle and property data into the database, upload supporting images, and assemble complete documentation packets for supervisory review.
• Label vehicles with tracking information and maintain an accurate daily record of all impounded vehicles processed during the shift.

Qualifications:

• High school diploma or equivalent required.
• At least one year of experience in office support, administrative processing, or a related customer service environment.
• Ability to perform accurate data entry and maintain organized records with strong attention to detail.
• Comfortable reviewing documents, verifying information, and following established intake and inventory procedures.
• Strong problem-solving skills with the ability to address routine issues and escalate concerns when needed.
• Ability to interact professionally with customers, towing personnel, security staff, and internal team members.
• Basic computer proficiency, including experience entering information into databases or tracking systems.

Compensation

$17.10-$18.00 Hourly

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