Call Center Representative

Bilingual Call Center Representative

Pay: $16.50/hr; health, dental, vision insurance offered

Training Location: 445 Atlanta South Parkway Suite 150, Atlanta, GA

Schedule: Monday – Friday 8a-5p. (Remote after 2 weeks of in-office training)

Position Purpose:

This is a fully bilingual, Spanish and English, Call Center Representative position. 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:

• Must be bilingual fluent in Spanish and English
• 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.