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Call Center Assistant

3 months ago

Hamilton Twp, United States 22nd Century Technologies Full time

Duration: 12 months (Parsons contract may be extended past 11/2024) Shift Timing: Monday - Friday (8 am - 4:30 pm) Job Description: 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. Role & 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. Preferred Education: 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 Required Skills: 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. About our Company: - 22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000+ people including 600+ Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies’ delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115+ Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80+ commercial clients. Recognized among “Best Company to Work For” by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients’ expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated. “22nd Century Technologies is an Equal Opportunity Employer" and “US Citizens & all other parties authorized to work in the US are encouraged to apply." All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.