Call Center Representative

Opus; Atlanta (GA); Hybrid; USD 22,000 - 25,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Job summary

Opus in Atlanta, GA seeks a bilingual Call Center Representative fluent in Spanish and English to support motorists seeking information about the Georgia Motor Vehicle Emissions Inspection Program. You will handle inquiries, provide troubleshooting assistance, and support inspection station and Georgia Clean Air Force staff over the phone.

The role requires clear communication, accurate data entry, issue resolution, and escalation when needed to ensure high customer satisfaction.

Responsibilities

• Respond to telephone inquiries from motorists regarding program rules and requirements.
• Enter each call into the tracking system.
• Resolve issues independently and effectively.
• Escalate to management when needed for customer satisfaction.
• Interact with inspection station personnel by phone with questions about safety and emissions testing.
• Open and dispatch service calls for equipment issues not resolved by phone or chat.
• Assist with continuous improvement and customer satisfaction initiatives including QMS.

Job description

Pay: $16.50/hr; health, dental, vision insurance offered

Training Location: 445 Atlanta South Parkway Suite 150, Atlanta, GA

Schedule: Monday - Friday 8a-5p. (Remote after 2 weeks of in-office training)

Position Purpose

This is fully a bilingual, Spanish and English, Call Center Representative position. The candidate will provide telephone support for motorists seeking information regarding the Georgia Motor Vehicle Emissions Inspection Program as well as provide troubleshooting and administrative support for inspection station, repair industry and Georgia Clean Air Force personnel.

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.