Bilingual Call Center Representative

This is a remote position.

We are hiring for a new opportunity for a technology company with a public safety mission. Through relentless innovation and discovery, they are strengthening trust, safety and transparency across the student transportation space and making the trip to and from school safer for students.

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.

Job 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 the 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 the 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:

• High school diploma or GED required
  
• 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).
  
• 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
  

Work Environment:

• Remote opportunity but must reside in EASTERN time zone
  
• Monday-Friday work week
  
• Hours:  8:00AM - 5:00PM Eastern Time
  
• Comprehensive benefits package including health, dental, vision, and 401(k)
  
• Applicants must be currently authorized to work in the United States on a full-time basis
  
• Pay is $19.50/ hour​
  

Emerge seeks, in all its operations, to employ individuals for available positions based on their qualifications, working knowledge, and competency. Emerge has a continuing commitment to ensure that fair and equal employment opportunities are extended to all qualified persons without regard to race, color, religion, sex, gender, sexual orientation, national origin, ethnicity, alienage, citizenship or immigration status, age, mental or physical disability, medical condition, pregnancy, military/veteran status, predisposing genetic characteristics, familial status, marital status, domestic violence victim status, or based on their relationship or association with members of a protected class or any other protected classification, in accordance with applicable federal, state and local laws. Emerge is committed to diversity in its most inclusive sense.

By completing an application with us, you seek to join a team of hardworking professionals dedicated to consistently deliver outstanding service to our customers and contribute to the financial success of the organization, its clients and its employees. Equal access to programs, services and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and/or interview process should contact our Emerge Recruitment Office.

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