Bilingual Call Center Representative

Job Duties

• Answer inbound phone calls and manage outbound communications for a fleet of 800 school bus routes.

• Provide exceptional service and information to Spanish-speaking parents, guardians, and school officials in a professional tone.

• Utilize GPS bus tracking software and other technology systems to provide real-time location data to callers.

• Research inquiries by coordinating with Field Supervisors, Routers, and Customer Service Representatives to ensure information accuracy.

• Record detailed notes of every interaction, including complaints and actions taken, into the incident management tracking system.

• Monitor email communication channels to provide rapid responses and guidance similar to phone services.

• Identify and escalate high-priority or emergency situations to leadership immediately to ensure student safety.

• Route calls to appropriate internal departments, such as routing or finance, based on the specific nature of the inquiry.

• Follow up on complex or unresolved customer cases to ensure a satisfactory conclusion.

• Evaluate all relevant data to troubleshoot discrepancies in student transportation operations.

• Participate in mandatory training sessions focusing on de-escalation and advanced customer service techniques.

Requirements

• Communicate fluently in both English and Spanish, both verbally and in writing, to support a diverse community.

• Handle high-volume call traffic within a large organization while maintaining a rapid response time.

• Demonstrate proficiency in using GPS tracking tools and digital incident management systems.

• Apply proven complaint resolution and incident management skills to de-escalate stressful situations.

• Work a consistent full-time schedule from 10:00 AM to 6:30 PM with flexibility as required by operations.

• Exhibit strong active listening skills to accurately capture and evaluate caller concerns.

• Collaborate effectively within a team-oriented environment across six different operational locations.

Qualifications

• Hold a High School Diploma or equivalent qualification.

• Possess at least 1 year of experience in a call center representative role or a generalized customer service position.

• Maintain a background in data collection and information sorting for organizational reporting.

• Demonstrate a track record of improving operational procedures through effective communication and follow-through.