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Bilingual Customer Support Specialist

2 months ago

Lorton, Virginia, United States BusPatrol Full time

Position Overview:

Role: Bilingual Call Center Representative

Work Arrangement: Remote (Work from Home)

Employment Type: Fixed Term Assignment

Working Hours: Monday to Friday - 8:00 AM to 5:00 PM EST

Compensation: $19.50 per hour

Travel Requirements: None

This position plays a crucial role in identifying motorists who disregard safety regulations, particularly those who illegally pass stopped school buses, thus jeopardizing the safety of children. The ideal candidate will thrive in a busy inbound call center environment and possess the ability to assist customers with inquiries and concerns regarding their citations while facilitating payment processes. This role demands exceptional communication skills, the ability to manage multiple tasks simultaneously, and a keen attention to detail, alongside a solid understanding of various state laws and regulations pertaining to school bus safety. Candidates should demonstrate strong conflict resolution capabilities and excel in de-escalating challenging customer interactions.

Key Responsibilities:

  • Assist customers with inquiries and concerns related to their citations.
  • Identify customer needs, clarify information, and provide effective solutions or alternatives.
  • Engage in active listening, confirming or clarifying details while diffusing tense situations as necessary.
  • Strive to meet or exceed call center performance metrics while delivering outstanding customer service.
  • Effectively manage multiple tasks in a fast-paced environment, documenting customer interactions while providing solutions.
  • Support the Call Center Team Lead in achieving operational goals by handling calls and participating in additional projects.
  • Foster a collaborative work environment, offering constructive feedback to enhance team success.
  • Demonstrate respect, dignity, and cultural sensitivity in all interactions.
  • Act transparently and fairly in all dealings with colleagues and leadership.

Qualifications:

  • High school diploma or GED is required.
  • 1 to 3 years of experience in a high-volume inbound call center, customer service, or retail setting.
  • Bilingual proficiency in English and Spanish is mandatory.
  • Exceptional attention to detail and adeptness in conflict resolution.
  • Strong communication skills and analytical abilities, including critical thinking and problem-solving.
  • Flexibility and adaptability to thrive in a dynamic work environment.
  • Ability to perform repetitive tasks while meeting customer call quotas.
  • Must have a suitable remote work setup with reliable high-speed internet access.
  • Proficient in Microsoft Office Suite (MS Office, Excel, and Word).
  • Familiarity with technology, including cloud-based resources and IT software.
  • Experience with payroll/timekeeping systems and internal communication tools.
  • Demonstrated strong work ethic and self-motivation as a team player.

About BusPatrol:

BusPatrol is a technology-driven organization committed to enhancing public safety. Through continuous innovation, we aim to improve trust, safety, and transparency in student transportation, ensuring safer journeys for children. As a leader in smart transportation solutions, we leverage advanced AI, machine learning, and IoT technologies to enhance school bus safety across North America.

Employee Benefits:

BusPatrol offers a competitive salary and benefits package, including comprehensive personal time off, opportunities for community service, and a chance to contribute to child safety initiatives. Join a dedicated team focused on cutting-edge technology and a culture of safety, learning, and teamwork.