Bilingual Call Center Representative

Role:Bilingual Call Center Representative

Location: Remote (Work from Home)

Job Type: Fixed Term assignment (ending Aug 1,2024)

Schedule: Monday to Friday-8:00-5:00pm EST

Salary: $19.50 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:

• Be responsible for assisting customers who have questions and/or concerns regarding their citation
• Be able to identify customers’ needs, clarify information and provide our customers with solutions and/or alternatives
• Engage in active listening with customers, confirming or clarifying information and diffusing angry callers, as needed
• Understand and strive to meet or exceed Call Center metrics/KPI’s while providing excellent consistent customer service
• 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
• 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 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.
• Treat everyone with respect, dignity, and multi-cultural sensitivity.
• Act with transparency and fairness in all transactions with colleagues and leadership

Qualifications:

• 1 to 3 years of experience in a high-volume inbound Call Center, collections, customer service, or retail environment
• Bilingual in English and Spanish required.
• Superior level of attention to detail and proficiency de-escalating difficult customers using conflict resolution skills
• Excellent communication skills and strong analytical abilities (critical thinking and problem-solving skills)
• Adaptability and Flexibility. The ability to work well in a fast-paced, dynamic work environment is crucial to your success
• Ability to perform repetitive work (meet hourly quotas of customer calls, live chats, voicemail/email follow ups).
• Superior level of attention to detail and accuracy in a repetitive, task-oriented environment
• Strong time management and organizational skillset
• 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)
• Experience learning and /or using the following resources (ADP --payroll/ timekeeping; SLACK – Internal Messenger for team communication)
• Ability to demonstrate a strong work ethic and the desire to work as a self-motivated team player
• High school diploma or GED required

The US salary range for this position is provided in this posting. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Partner can share more about the specific salary range for your preferred location and skill level during the hiring process.

Job Types: Full-time, Seasonal

Pay: From $19.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance
• Work from home

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Language:

• English and Spanish (Required)

Work Location: Remote