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:

o Entering each call received into tracking system.

o Resolving issues, independently and effectively.

o 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.

Job Type: Full-time

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