Bilingual Call Center Agent- MX

BusPatrol

7d • Remote

About The Position

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.

Requirements

• High school diploma or GED required
• 1 to 3 years of experience in a high-volume inbound call center, collections, customer service environment.
• Bilingual in English and Creole required. Fluent in Spanish preferable.
• 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).
• Must have remote office environment set up with access to high speed internet.
• 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; Teams – Internal Messenger for team communication)
• Ability to demonstrate a strong work ethic and the desire to work as a self-motivated team player

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

Benefits

• A competitive salary and benefits package
• Comprehensive personal time off, including volunteering and birthday days off
• An opportunity to help build a company dedicated to children’s safety
• The chance to join an innovative and dedicated team, focused on leading edge technology
• The occasion to participate in BusPatrol’s culture of safety, learning, and teamwork

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED