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Call Center Assistant
3 months ago
POSITION OVERVIEW:
Responsible for providing superior customer service, through in-depth product knowledge, the use of decision-making skills and problem resolution processes. All services provided must focus on customer needs while still adhering to New Jersey Inspection laws and honoring client project requirements.
SPECIFIC RESPONSIBILITIES:
Employees are required to learn and maneuver efficiently within the following programs so that customer inquiries and claims may be documented accurately, investigated and trended. Experience levels and special assignments will dictate the order in which these programs are taught.
NJMVIS Appointment System
NJMVIS Call Center Database
NJMVIS Damage Claims Database
NJMVIS Equipment Database(Hunter
Dispatching)
NJMVIS Station Attendance
NJMVIS Expense Reports
Act as technical liaison/advisor to the NJMVIS field locations as related to the interpretation and implementation of New Jersey Inspection Laws:
New Jersey Administrative Code 13 (NJAC13)
New Jersey Title 39
Tech Bulletins
Vehicle Inspection Reference Manual
Customer Relations
Damage Claims
NJInspections and MVC Websites
Field incoming calls. Accurately and thoroughly document customer inquiries, complaints and claims, including technical and service related issues.
Monitor and maintain third floor security.
Performs other duties as assigned.
Current Call Center Hours of Operation: 7:00am to 5:00pm M-F and 7:00am to 12:00pm on Saturday.
*shifts may fall anywhere within these operating hours
PREFERRED EDUCATION/EXPERIENCE:
High School diploma or equivalent. Minimum 2 years customer service experience (preferably Call Center). Solid, Basic PC Skills and knowledge of Microsoft Outlook, Word, and Excel
SKILLS/COMPETENCIES:
Excellent written communication skills to respond to customer complaints, claims and e-mail. Attention to detail and the ability to make decisions are critical. Decisions must service the customer while staying within the limits of New Jersey inspection laws and client requirements. Must be able to multi-task between the phone and computer 8 hours a day and maintain strict confidentiality.
Fluency in Spanish is a Plus.
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