Call Center Representative

Air Care Colorado; Shrewsbury (MA); Hybrid; USD 25,000 - 27,000; Full time

Job summary

Air Care Colorado in Shrewsbury, MA, offers a hybrid on-site/remote role supporting motorists with the Massachusetts Vehicle Check program. The position requires strong customer service experience and at least a High School diploma, with a preference for bilingual Spanish/English speakers and Emission Inspector certification training.

The role involves handling inquiries by phone, logging calls, troubleshooting, and coordinating with inspection stations.

Qualifications

• High School Diploma or equivalent.
• Bilingual fluency in Spanish and English a plus.
• 2-4 years working in a Customer Service or Call Center environment.
• MUST pass an Emission Inspector Certification training class and any additional certification as determined by management.

Responsibilities

• Respond to motorists' inquiries about Mass. Vehicle Check program rules, procedures and test results.
• Log each call into tracking system and resolve issues.
• Escalate to management when needed for customer satisfaction.
• Communicate with inspection station personnel about procedures and equipment questions.
• Open and dispatch service calls for equipment issues not resolvable by phone.
• Generate consumable/heavy wear orders for stations.
• Support quality initiatives and contribute to the QMS.

Skills

Bilingual English/Spanish

Microsoft Office

Education

High School Diploma or equivalent

2-4 years Customer Service or Call Center

Emissions Inspector Certification training

Tools

MS Office

Job description

Shrewsbury, Massachusetts, United States

Position Description

Office Location: Shrewsbury, Massachusetts (80% remote schedule after on-site training is complete)

Rate: $18.50-19.50/hr

POSITION PURPOSE:

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. Working remote is conditional upon performance and company needs.

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.
• Bilingual fluency in Spanish and English a plus.
• 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 teamwork orientation.
• Ability to work in a fast paced environment.
• Competency with Microsoft Office programs, including basic data entry skills.
• Must be able to work at least 2 Saturdays per month.

Pay Range

The estimated pay range for this job. Disclosing pay information promotes competitive and equitable pay.

The actual pay rate will depend on the person's qualifications and experience.

$18.50 - $19.50

Pay Transparency

In order to support the Fair Compensation Strategy by the US Govt., HR Dept., clients are required to adhere to "Pay Transparency Law"; in the impacted states; that have mandated the employers to list the salary ranges in Job advertisements or postings for job opportunities and Job promotions.