Bilingual Call Center Representative

Nycsbus; New York (NY); On-site; USD 26,000 - 30,000; Full time

Job summary

NYCSBUS is seeking a dedicated Bilingual Call Center Representative to join our Dispatch team at the Corporate Headquarters. The role focuses on inbound and outbound calls, assisting Spanish-speaking customers, and delivering accurate transportation information to families and schools.

Under supervision, you will update incident logs, use GPS tracking software, and coordinate with internal departments to resolve issues quickly.

Qualifications

• 1 year of Call Center experience in a large organization.
• 1 year of general customer service experience may suffice.
• High School Diploma or equivalent.
• 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.

Responsibilities

• Answer and address inbound calls from parents, guardians, school officials and community members.
• Respond to inquiries, concerns, or complaints in a timely and appropriate manner.
• Update systems and logs with issues reported to the Call Center.
• Enter caller information into incident management tracking system.
• Provide information and guidance using GPS tracking software.
• Route calls to appropriate resources and coordinate internally.
• Complete call notes and reports as necessary.

Skills

Bilingual

Multilingual

Education

High School Diploma or equivalent

Tools

GPS bus tracking software

Incident management tracking system

Phone and email tools

Job description

Position Title: Bilingual Call Center Representative
Department: Dispatch
Location: Corporate Headquarters
Employment Type: Full-Time
Schedule: 10:00 AM - 6:30 PM

Hrly Rate: $19.00-$22.00

Job 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. Will provide generalized feedback, provide comprehensive information, check location of buses, take notes, and record discrepancies.

• Responsible for thorough record and rapid response time. Will often troubleshoot situations by providing callers with information received by Customer Service
• Responsible for updating all systems, tracking and logs with any issues reported to the Call Center.
• Representatives or utilized technology systems via phone and email communication modes.
• Answers incoming phone calls from parents, guardians, school officials and their staff, community members, or others as needed; responds to received inquiries, concerns, or complaints in a timely and appropriate manner
• Responsible for email communication in same fashion as phone services; provides callers or emailed inquiries with same rapid response with detailed information and guidance
• Researches required information using the available resources in technology capability, Customer Service Representatives, Field Supervisors, Routers, or others as needed
• Thoroughly listens to callers inquiry and provides information in a professional and sincere tone and direction
• Enters caller information and details of the call into incident management tracking system; may be required to provide record of call logs as needed; records details of comments, inquiries, complaints, and actions taken
• Identifies escalating priority issues and reports situations to leadership as soon as possible
• Re-routes inbound calls to the appropriate resources, as needed; keeps an updates organization call list and chain of command
• Follows up on complicated customer calls where required
• Completes call notes and call reports as necessary; updates as needed
• Obtains and evaluates all relevant data to handle complaints and inquiries
• Ensures full comprehension of GPS bus tracking software and other available tools in order to provide accurate and up to data information to callers
• Manages administration of first step by getting information to whom it needs to go; communicates and coordinates within internal functions including routing and financial departments
• Responsible for completing all necessary training including de-escalation and customer service technique
• Perform other duties as assigned and directed

Experience:

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 may suffice for the right candidate
High School Diploma or equivalent
Established experience in complaint resolve and incident management a must
Demonstrated ability to improve organizational procedures and work effectively to improve operations
Experience in data collection and information sorting
Experience in customer service outreach techniques and methods
Strong written and verbal communication skills
Ability to work a flexible schedule
Multilingual speaking and writing skills a plus

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.