Call Center Representative

Opus; Shrewsbury (MA); Hybrid; USD 25,000 - 28,000; Part time

Benefits offered by this job

Remote work after training

On-site training

Job summary

Opus in Massachusetts seeks a part-time information specialist to assist motorists with the MassVehicle Check program and related inspections. You will handle telephone inquiries, provide procedural guidance, and log calls in the tracking system.

Remote work is conditional on performance; on-site training is required, with a schedule including 1 PM–5 PM remote and 8:30 AM–5 PM on-site days. The role offers an $18.50–$19.50/hour rate depending on experience.

Responsibilities

• Respond to telephone inquiries from motorists regarding program rules, procedures, test results and station locations.
• Enter each call into the tracking system and resolve issues independently.
• Identify when escalation to management improves customer satisfaction.
• Interact with inspection station personnel by phone to address technical questions about the safety and emissions testing program.
• Open and dispatch service calls for unresolved equipment issues.
• Generate consumable/heavy wear orders as requested by inspection stations.
• Contribute to ongoing 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.

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.