Bilingual Call Center Representative

Job Duties

• Answer inbound calls and manage outbound communications for a large-scale student transportation operation.

• Provide comprehensive information to parents, school officials, and community members regarding bus routes and schedules.

• Utilize GPS bus tracking software to monitor vehicle locations and provide real-time updates to callers.

• Record detailed notes of all comments, inquiries, and actions taken within an incident management tracking system.

• Troubleshoot complex transportation situations by coordinating with field supervisors, routers, and customer service staff.

• Manage email correspondence with the same rapid response time and attention to detail as phone services.

• Identify high-priority or escalating issues and report them to leadership immediately through the established chain of command.

• Perform follow-up calls for complicated customer inquiries to ensure complete resolution and satisfaction.

• Direct callers to appropriate internal resources and maintain an updated organizational contact list.

• Coordinate information flow between departments, including routing and finance, to address student transportation discrepancies.

Requirements

• Communicate fluently in both English and Spanish to assist a diverse community of callers.

• Demonstrate at least one year of experience in a call center or high-volume customer service environment.

• Exhibit strong written and verbal communication skills for both phone and digital interactions.

• Apply established experience in complaint resolution and incident management to solve daily challenges.

• Maintain a professional and sincere tone while handling sensitive inquiries from parents and guardians.

• Participate in and complete all required training, including de-escalation and customer service techniques.

• Work a consistent full-time schedule from 10:00 AM to 6:30 PM in a corporate headquarters setting.

Qualifications

• High School Diploma or equivalent is required.

• Proficiency in data collection, information sorting, and the use of modern technology systems.

• Ability to work effectively within a team to improve organizational procedures and bus operations.

• Established ability to remain calm and focused during high-volume call periods.