Backlog Support

Job Title: Backlog Support

Location: Boston MA 02108 onsite

Duration: 1 Month

Job Description

We are seeking a skilled administrative professional for a full-time (37.5 hours per week) one-month assignment.

The assignment location is fully onsite Boston MA 02108. The onsite hours will include a half-hour without tasks for an (unpaid) lunch.

The employee will join a busy fleet management team at a state government agency and will perform tasks related to correspondence processing and customer service.

The goals of the assignment are to :

1) eliminate or quite significantly reduce the department backlog of correspondence related to recall notifications.

2) Process complaints about drivers of state vehicles received from constituents.

3) Recall notifications:
The employee will organize stacks of paper recall notices. Each notice will be scanned logged and sent to the appropriate agency with reference to a contact list that will be provided. The employee will use a fleet management database to identify the correct recipient agency by pulling the record that matches the Vehicle Identification Number (VIN) on the recall notice.

4) Process constituent complaints
All vehicles leased by the client to other state agencies have a bumper sticker that says How am I driving with a number to call if inappropriate actions are observed. The employee will retrieve any voice messages that have been received at that number. The employee will contact the caller to confirm receipt of the message and the details of the inappropriate action. The complaint will be summarized in an email that will be sent to the agency that is operating the vehicle so that the agency can begin an investigation. The employee will use the fleet management database to identify the agency by pulling the record that matches the reported license plate number. The employee will log all processed complaints.

Qualification Requirements:

• Communication proficiency verbal and written
• Superior phone skills.
• Courtesy is essential as the employee will be representing the Commonwealth.
• The employee should have a positive attitude and desire to be helpful to constituents
• Superior written communication including the ability to draft clear summaries of messages left on voicemail including any additional information received during follow-up conversations with the callers
• Experience with theMicrosoft suite including Word Excel Outlook and Teams
• Self-organizer motivatedable to strategize an approach to processing a large backlog of recall notices

Required Skills:

Clerks