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Bilingual Call Center Representative

Company

BusPatrol
Address , Remote
Employment type
Salary $15.50 an hour
Expires 2023-10-15
Posted at 8 months ago
Job Description
Overview:
Role: Bilingual Call Center Agent
Location: Remote (Work from Home)
Job Type: 1 year Fixed Term assignment
Schedule: Monday to Friday-0800-1700 (must be able to work EST scheduled hours)
Salary: $15.50 per hour
Travel: 0%
This role is instrumental in helping to identify motorists who illegally pass stopped school buses, endangering the lives of young children. The ideal candidate will be proficient working in a high-volume inbound call center/administrative environment. Candidates will be required to assist customers who have questions and/or concerns regarding their citation and help process payments. This work requires excellent communication and multi-tasking skills, superior attention to detail, as well as the ability to understand and interpret various state laws and regulations regarding school bus safety. The ideal candidate will possess strong conflict resolution skills and is highly proficient in de-escalating difficult customer interactions.
Who We Are:
BusPatrol is a safety technology company and a leader in smart transportation, bringing cutting-edge AI, machine learning and IoT safety tech solutions to school buses across North America. Through relentless innovation and discovery, we are strengthening trust, safety, and transparency across the student transportation space. Our mission is to create a culture of responsibility and awareness on the road. We care about child safety and are devoted to making the journey to and from school safer. We develop partnerships, deploy Safety Tech, and manage the entire program. We have equipped thousands of buses across North America with our innovative technology and we continue to educate motorists every day by helping communities enforce school bus traffic stop the law. Join our safety movement. We are looking for dedicated people interested in helping us modernize school buses across America. Together, we can create a safer future for our children.
Responsibilities:
  • The position is responsible for assisting the Call Center Team Lead with meeting operational objectives by handling calls and additional projects as well as supporting the entire operational team in cross-training initiatives to assist departmental workload
  • Be responsible for assisting customers who have questions and/or concerns regarding their citation
  • Engage in active listening with customers, confirming or clarifying information and diffusing angry callers, as needed
  • Treat everyone with respect, dignity, and multi-cultural sensitivity.
  • Be proficient in multi-tasking in a fast-paced environment (documenting all customer details in our database, while assisting customers and providing solutions
  • Understand and strive to meet or exceed Call Center metrics/KPI’s by providing excellent customer service while adhering to standards and guidelines
  • Be able to identify customers’ needs, clarify information and provide our customers with solutions and/or alternatives
  • Act with transparency and fairness in all transactions with colleagues and leadership
  • Be able to embrace a collaborative work environment and provide positive feedback to build a climate in which the team can succeed in bringing value and pride to their work.
  • Understand and strive to meet or exceed call center metrics/KPI’s while providing excellent consistent customer service
Qualifications:
  • 1 to 3 years of experience in a high-volume inbound call center, collections, customer service, or retail environment
  • Strong time management and organizational skillset
  • Ability to demonstrate a strong work ethic and the desire to work as a self-motivated team player
  • Demonstrated intermediate level (or above) proficiency in Microsoft Office Suite products (MS Office, Excel, and Word)
  • Proficiency with technology (navigating cloud- based resources, IT software, and internet platforms (such as instant messenger chats, group poster boards)
  • Superior level of attention to detail and accuracy in a repetitive, task-oriented environment
  • Reliability, trustworthiness, and accountability
  • Experience learning and /or using the following resources (ADP -payroll/ timekeeping; SLACK – Internal Messenger for team communication)
  • Adaptability and Flexibility. The ability to work well in a fast-paced, dynamic work environment is crucial to your success
  • High school diploma or GED required
  • Superior level of attention to detail and proficiency de-escalating difficult customers using conflict resolution skills
  • Bilingual in English and Spanish preferred.
  • Ability to perform repetitive work (meet hourly quotas of customer calls, live chats, voicemail/email follow ups).
  • Excellent communication skills and strong analytical abilities (critical thinking and problem-solving skills)
What we offer:
  • Competitive salary and benefits package
  • The chance to join an innovative and dedicated team, focused on leading edge technology
  • An opportunity to help build a company dedicated to children’s safety
Note to applicants: We are looking for a valued member of the BusPatrol team to assist us in our quest to improve children’s safety. This is an important role for us and a great opportunity for the right candidate. Our environment is inclusive, diverse, ignited, built on integrity, and deeply committed. Join our safety mission to help keep children safe!