Call Center Representative

Job Title

This position provides support for motorists seeking information regarding the Massachusetts Motor Vehicle Safety & Emissions Inspection Program, (Massachusetts Vehicle Check Program). This position also provides telephone support for inspection station personnel about processes, procedures and basic equipment troubleshooting. Working remote is conditional upon performance and company needs.

Schedule: Part-time - Monday, Wednesday, Thursday, Friday 1 PM – 5 PM (remote) Tuesday – 8:30 AM – 5 PM (onsite)

Office Location: Shrewsbury, Massachusetts (80% remote schedule after on-site training is complete)

Rate: $18.50-19.50/hr

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.

Education and Work Experience:

• High School Diploma or equivalent.
• Bilingual fluency in Spanish and English a plus.
• Two to four (2-4) years working in a Customer Service or Call Center environment.
• Experience in successful conflict resolution preferred.
• MUST pass an Emission Inspector Certification training class and any additional certification as determined by management.

Preferred 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.
• Strong verbal, written, organizational skills.
• Strong teamwork orientation.
• Ability to work in a fast paced environment.
• Competency with Microsoft Office programs, including basic data entry skills.
• Must be able to work at least 2 Saturdays per month.