Position Description
Schedule : Mon-Fri 8a-5p (4 days per week in office, 1 day remote)
Office Location : Shrewsbury, Massachusetts
Rate : ( if you are fluent in both English and either Spanish or Portuguese)
POSITION PURPOSE :
This is a hybrid position (80% in office, 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.
Requirements
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.
PREFERRED 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 preferred.
- Must be able to work at least 2 Saturdays per month.
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