Call Center Representative

Opus; Shrewsbury (MA); Hybrid; USD 25,000 - 26,000; Part time

Job summary

Opus in Shrewsbury, MA is seeking a part-time customer support specialist to assist motorists with the Massachusetts Vehicle Check program. The role blends remote duties with on-site support during training.

You will answer inquiries by phone, log calls, and escalate where needed, while helping inspection stations with procedures and equipment questions. Schedule includes remote 1 PM–5 PM Mon, Wed, Thu, Fri and on-site Tue 8:30 AM–5 PM.

Qualifications

• Respond to telephone inquiries from motorists regarding program rules and requirements.
• Enter each call into tracking system.
• Resolve issues independently and effectively.
• Identify when escalation to management improves satisfaction.
• Interact with inspection station personnel about safety and emissions testing program.
• Open and dispatch service calls for equipment issues.
• Generate consumable/heavy wear orders on request.
• Assist with Quality Management System and customer satisfaction initiatives.

Responsibilities

• Respond to telephone inquiries from motorists regarding program rules and requirements.
• Enter each call into tracking system.
• Resolve issues independently and effectively.
• Identify when escalation to management improves satisfaction.
• Interact with inspection station personnel about safety and emissions testing program.
• Open and dispatch service calls for equipment issues.
• Generate consumable/heavy wear orders on request.
• Assist with Quality Management System and customer satisfaction initiatives.

Job description

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)

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.

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)

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.