Customer Service Rep - Floater/Trainer

Opus•Atlanta, GA

5d•$17•Onsite

About The Position

This dual-role position supports both staff training and frontline customer service operations. The Trainer/Floater is responsible for onboarding and developing Customer Service Representatives (CSRs), monitoring work quality for retraining needs, and assisting motorists in person with program applications and emissions-related services. This role requires flexibility to work at various Service Center locations throughout the greater Atlanta metro area using a company-provided vehicle. FLOATER / SERVICE CENTER DUTIES Open and close assigned Service Centers in accordance with operating procedures Assist motorists face-to-face with applications for exemptions, extensions, waivers, and emissions reprints Determine eligibility for program benefits and ensure compliance with established rules and regulations Review repair receipts and inspect vehicles to confirm qualifying repairs Provide accurate information regarding program requirements and resolve customer concerns Maintain a clean, professional Service Center environment Adapt to updates in program rules and regulations Support quality management and customer satisfaction initiatives Travel to alternate Service Center locations as needed to support staffing requirements TRAINER DUTIES Conduct structured four-week onboarding training for new hires using established training materials Proctor quizzes and tests; provide progress feedback to trainees and management Identify recurring errors through work product review and recommend retraining as needed Review applications, emails, and tickets for accuracy and quality assurance Maintain productivity and quality tracking database for CSR performance visibility Collaborate with team leads and management to develop and improve training curriculum Support employee engagement and continuous training improvement initiatives

Requirements

High School Diploma or equivalent required; some college preferred
Minimum one (1) year of customer service experience required
Valid Georgia Driver’s License required
Proficiency in Microsoft Office Suite (Word, Excel, Access, and Outlook)
Ability to train, coach, and provide constructive feedback
Comfortable working directly with the public in a fast-paced environment
Flexible and willing to travel within the greater Atlanta metro area
Must successfully pass the Emissions Inspector Certification Test (minimum score of 80%) following in-house training, along with any additional certifications required by management

Responsibilities

Open and close assigned Service Centers in accordance with operating procedures
Assist motorists face-to-face with applications for exemptions, extensions, waivers, and emissions reprints
Determine eligibility for program benefits and ensure compliance with established rules and regulations
Review repair receipts and inspect vehicles to confirm qualifying repairs
Provide accurate information regarding program requirements and resolve customer concerns
Maintain a clean, professional Service Center environment
Adapt to updates in program rules and regulations
Support quality management and customer satisfaction initiatives
Travel to alternate Service Center locations as needed to support staffing requirements
Conduct structured four-week onboarding training for new hires using established training materials
Proctor quizzes and tests; provide progress feedback to trainees and management
Identify recurring errors through work product review and recommend retraining as needed
Review applications, emails, and tickets for accuracy and quality assurance
Maintain productivity and quality tracking database for CSR performance visibility
Collaborate with team leads and management to develop and improve training curriculum
Support employee engagement and continuous training improvement initiatives