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Call Center Representative

4 months ago

Shrewsbury, United States Opus Inspection Full time

**POSITION PURPOSE**:
This is a **hybrid** position (20% remote) providing 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.

**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.
- 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.
- Fluent in additional languages preferred such Portuguese and Spanish.
- Must be able to work at least 2 Saturdays per month.

**EDUCATION AND WORK EXPERIENCE**:

- High School Diploma or equivalent.
- 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.

Pay: $17.50 - $18.50 per hour

Expected hours: 40 per week

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Application Question(s):

- This position is remote 1 day per week and in-office 4 days per week. Are you comfortable with this?

**Experience**:

- Call center: 2 years (required)

**Language**:

- Spanish or Portuguese (preferred)

Ability to Commute:

- Shrewsbury, MA (required)

Ability to Relocate:

- Shrewsbury, MA: Relocate before starting work (required)

Work Location: Hybrid remote in Shrewsbury, MA