Customer Service Representative

Job Title

This position will assist motorist face-to-face with program applications for exemptions, extensions, and waivers, as well as provide emission reprints at assigned Service Center. This position will also disseminate information about the program, answer general questions, and resolve issues surrounding the application requirements. On occasion, the incumbents in these positions may be scheduled to work at a Service Center different than their assigned Service Center(s) in order to meet the GA Clean Air Force contractual requirements.

Duties and Responsibilities

• Open and close Service Center facility according to designated hours of operation and send appropriate notifications/reports set forth by Management per the Standard Operating Procedures.
• Professionally respond to inquiries from motorists relating to program rules and requirements. This includes:
• Determining if vehicle owners are eligible for extensions, exemptions or special case waivers.
• Issuing waivers, extensions, exemptions and special case waivers per prescribed procedures.
• Determining if vehicle receipts for repair expenditures are over the prescribed limit and whether they are qualifying repairs.
• Inspecting vehicles to determine if prescribed auto repairs were performed.
• Resolving issues and providing written reports to Management on issues.
• Maintain cleanliness and professional work environment in and around the Service Center office and its facilities.
• Review, retain all aspects of local Clean Air and Emission Program Rules and Regulations and adapt to Program changes as well as Clean Air Rules and Regulations changes.
• 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 the Customer Service Manager or the Service Center Manager.

Knowledge and Skills

• Competency using Microsoft Office Suite (MS Word, Excel, and Outlook).
• Ability to work a copier/scanner and upload/save documents.
• Excellent verbal, written and interpersonal communication skills with the ability to interface effectively with motorist.
• Dependable, reliable, punctual and self-motivated.
• Professional manner and ability to display a positive disposition at all times.
• The ability to work in a fast paced team environment.
• Ability to understand and administer the Clean Air Force and Emission Program Rules and Regulations.

Education and Work Experience

• High School Diploma or equivalent; some college preferred.
• One year of experience in a Customer Service environment required.
• MUST pass an Emissions Inspector Certification Test (80%) after in-house training and any certification as determined by management.
• Dependable, reliable, punctual and self-motivated.
• Professional manner and ability to display a positive disposition at all times.
• The ability to work in a fast paced team environment.
• Ability to understand and administer the Clean Air Force and Emission Program Rules and Regulations.