Customer Service Representative

Shrewsbury, MA 01545

Posted: 09/10/2018 Employment Type: Contract to Perm Specialty: Office Services Job Number: 81982

Our client, a global tech leader, in Shrewsbury, MA is seeking a Customer Service Representative to join their team. In this contract-to-hire role, you will provide support for motorists seeking information regarding the Massachusetts Motor Vehicle Safety and Emissions Inspection Program. As the Customer Service Representative, you will also provide telephone support for inspection station personnel about processes, procedures and basic equipment troubleshooting. Apply today!

Responsibilities for the Customer Service Representative:
  • Respond to telephone inquiries from motorists relating to program rules and requirements, procedures, test results, and station locations
  • Enter each call received into tracking system
  • Resolve issues, independently and effectively
  • Identify when an escalation to management will result in best overall customer satisfaction for the motorist
  • 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 services calls for equipment service issues that cannot be resolved over the telephone or live chat
  • Generate consumable/heavy wear orders when requested by inspection stations
  • Assist with inventory control, shipping and receiving
  • Assist with the company’ s continual improvement and customer satisfaction initiatives, including participation in the company’ s Quality Management System (QMS)
Requirements for the Customer Service Representative:
  • High School Diploma or equivalent
  • 2-4 years working in a Customer Service or Call Center environment
  • Experience in successful conflict resolution preferred
  • Ability to pass an Emission Inspector Certification training class and any additional certification as determined by management
  • Ability to work in a fast paced environment
  • Competency with Microsoft Office programs, including basic data entry skills
  • Fluent in additional languages preferred, examples Portuguese and Spanish
  • Multiple schedules available may include Saturdays
  • Strong organizational skills with great attention to detail
  • Strong multi-tasking and prioritizing skills with the ability to meet deadlines
  • Excellent written and verbal communication skills
  • Strong interpersonal skills with a customer service focus
  • Ability to work independently and as part of a team
  • Must be eligible to work in the U.S. without sponsorship                      
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