Call Center Representative

Job Title

Schedule: Mon-Fri 9a-6p (Primarily remote after 2 weeks of mandatory in-office training)

Office Location: 445 Atlanta South Parkway, Suite 150, Atlanta, GA 30349

Rate: $15.50/hr

Position Purpose

The candidate will provide telephone support for motorists seeking information regarding the Georgia Motor Vehicle Emissions Inspection Program as well as provide troubleshooting and administrative support for inspection station, repair industry and Georgia Clean Air Force personnel.

Duties And Responsibilities

• Professionally respond to telephone inquiries from motorists relating to program rules and requirements, procedures, test results, and station locations. This includes:
• Entering each call received into tracking system.
• Resolving issues, independently and effectively.
• Identifying when an escalation to management will result in best overall customer satisfaction for the motorist.
• Professionally interact with inspection station personnel, primarily over the phone, with technical, procedural, and process questions and concerns pertaining to the safety and emissions testing program.
• Open and dispatch service calls for equipment issues that cannot be resolved over the telephone or live chat.
• Generate consumable/heavy wear orders when requested by inspection stations.
• Periodically assist with the company's continual improvement and customer satisfaction initiatives, including participation in the company's Quality Management System (QMS).
• Other duties as needed to ensure the smooth operation of the program as assigned by management.

Knowledge And Skills

• Excellent interpersonal and communication skills with the ability to interface professionally and effectively with co-workers, motorists, State Agencies and inspection station representatives in a variety of situations, including stressful situations.
• Dependable, reliable, punctual and self-motivated.
• Strong verbal, written, organizational skills.

Education And Work Experience

• High School Diploma or equivalent.
• One year of working in a Customer Service or Call Center environment.
• Experience in successful conflict resolution preferred.