Call Center Representative

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). Working remote is conditional upon performance and company needs.

Pay

$18.50-19.50/hr

About the role

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.

Responsibilities

• Professionally respond to telephone inquiries from motorists relating to program rules and requirements, procedures, test results, and station locations.
• 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.