Bilingual Call Center Representative

Job Duties

• Bilingual Support: Serve as the primary point of contact for Spanish-speaking parents, guardians, and school officials, providing professional and sincere assistance in both English and Spanish.

• Incident Management: Accurately record caller information and specific details of inquiries, concerns, or complaints into the incident management tracking system.

• Real-Time GPS Tracking: Utilize GPS bus tracking software and other available technology to provide callers with accurate, up-to-the-minute information on bus locations.

• Rapid Response: Manage high-volume inbound and outbound calls and emails, ensuring a rapid response time and thorough follow-up on complicated cases.

• Resource Research: Coordinate with Field Supervisors, Routers, and other Customer Service Representatives to research and resolve specific transportation issues.

• Escalation & Routing: Identify high-priority or escalating situations and immediately report them to leadership; re-route calls to the appropriate internal resources using the organizational chain of command.

• Documentation: Maintain detailed call logs, complete comprehensive call reports, and update data regarding actions taken to resolve discrepancies.

• Internal Coordination: Communicate and coordinate with internal functions, including the routing and financial departments, to ensure first-step administrative resolution.

• De-escalation: Apply specialized training in de-escalation techniques to handle difficult calls and sensitive community concerns professionally.

Requirements

• Linguistic Skills: Bilingual fluency in Spanish and English (speaking and writing) is essential for this role.

• Technical Proficiency: Ability to master GPS tracking software, data collection tools, and incident management systems.

• Communication: Strong active listening skills with the ability to convey information in a professional, sincere tone.

• Problem Solving: Demonstrated ability in complaint resolution and incident management within a fast-paced environment.

• Work Ethic: A dedicated and enthusiastic approach to helping a community largely comprised of students with Individual Education Plans (IEPs).

Qualifications

• Experience: * 1 year of experience in a Call Center role for a large organization OR 1 year of generalized customer service experience.

  • Proven experience in data collection and information sorting.

• Education: High School Diploma or equivalent.

• Flexibility: Ability to work the designated schedule (10:00 AM – 6:30 PM) and adapt to operational needs.