Bilingual Call Center Representative - New York City School Bus Umbrella Services : Job Details

Job Details Level : Entry Job Location : Corporate Headquarters - Brooklyn, NY Position Type : Full Time Education Level : High School/GED Salary Range : $19.00 - $19.00 Hourly Travel Percentage : None Job Shift : Day Job Category : Transportation Description Job Requisition: Bilingual (Spanish Speaking) Call Center RepresentativePosition Title: Bilingual Call Center RepresentativeDepartment: DispatchLocation: Corporate HeadquartersEmployment Type: Full-TimeSchedule: 10:00 AM - 6:30 PMJob Summary:We are seeking a dedicated and enthusiastic Bilingual Call Center Representative to join our customer service team. This role is essential in providing exceptional service to our Spanish-speaking customers. The ideal candidate will possess strong communication skills, a passion for helping others, and the ability to handle customer inquiries effectively.Under the supervision of the Customer Service Manager, the Call Center Representative is primarily responsible for inbound and outbound calls surrounding student transportation operations at the NYCSBUS not-for-profit organization. Representatives of the NYCSBUS Call Center team answer and address incoming calls from members of the community inquiring about a range of questions and concerns.Key Responsibilities:Answer incoming phone calls from parents, guardians, school officials, and community members; respond to inquiries, concerns, or complaints in a timely manner.Manage email communication with the same rapid response and detailed information as phone services.Research required information using available resources, including Customer Service Representatives and Field Supervisors.Listen to caller inquiries and provide information in a professional and sincere manner.Enter caller information and details of the call into the incident management tracking system.Identify escalating priority issues and report situations to leadership promptly.Re-route inbound calls to appropriate resources as needed.Follow up on complicated customer calls where required.Ensure comprehension of GPS bus tracking software to provide accurate information to callers.Complete all necessary training, including de-escalation and customer service techniques.Perform other duties as assigned and directed.Qualifications 1 year of experience in a Call Center Representative role for a large organization, and/or 1 year of demonstrated experience in a generalized customer service role.High School Diploma or equivalent.Established experience in complaint resolution and incident management.Strong written and verbal communication skills.Ability to work a flexible schedule.Multilingual speaking and writing skills a plus.#J-18808-Ljbffr