Customer Service Associate – Bilingual in Spanish (Sacramento, CA)

R&D Transportation Services, Inc.; Sacramento (CA); On-site; USD 29,000 - 32,000; Full time

Job summary

R&D Transportation Services, Inc. in Sacramento, CA is seeking a Customer Service Representative to handle high-volume calls, address participant concerns, and provide service notifications.

The role requires bilingual Spanish communication and strong data-entry and computer skills. Responsibilities include scheduling notifications, responding to inquiries, and coordinating with Scheduling and QA teams to ensure accurate information and timely updates.

Qualifications

• High school diploma or equivalent.
• Two to four years related call center experience.
• Bilingual Spanish required.
• Ability to read and interpret information clearly.

Responsibilities

• Handle high-volume inbound and outbound calls with callers and participants.
• Notify service schedules and provide late bus notifications.
• Respond to concerns and questions; document information for processing.
• Coordinate with Scheduling and Quality Assurance as needed.
• Communicate effectively in English and Spanish with customers and co-workers.

Skills

Bilingual Spanish

Typing 45 WPM

Excel/Word/Outlook

Customer service

Phone skills

Education

High school diploma

Tools

RingCentral Phone System

Job description

Job Title: Customer Service Representatives

Department: Customer Service

Location: Sacramento, CA

Reports To: Vice President

FLSA Status: Full-Time, Non-Exempt

Wage Scale: $21.00-$23.00

Must be bilingual in Spanish

THE COMPANY

Since 1991, R&D Transportation Services, Inc. (R&D) has successfully worked with California Regional Centers and School Districts to deliver a comprehensive brokerage model that consists of Scheduling, Billing and Contract Administration, Customer Service Center, and Quality Assurance for Field Operations. Although not a direct transportation service provider, R&D coordinates with vendors to ensure that they operate safe, reliable, and efficient transportation services for people with developmental and physical disabilities.

POSITION SUMMARY

Responds to participant concerns, inquiries, and reports problems to supervisor(s) or other departments such as Scheduling and Quality Assurance, by performing the following duties:

ESSENTIAL DUTIES AND RESPONSIBILITIES

Talks with participants, family and/or care providers, Regional Center personnel, and transportation vendors by phone (high volume inbound and outbound calls) to:

• Notify of service schedules,
• Provide late bus notifications,
• Respond to concerns and questions,
• Obtain additional information to process service change requests,
• Obtain and document additional information when a customer reports a concern or complaint,
• Other duties may be assigned,

KNOWLEDGE, SKILLS & ABILITIES

• Written, verbal and organizational skills,
• Confidentiality of all information is essential,
• Computer Skills (familiar use with Excel, Word, Access and Outlook),
• Typing proficiency skills with a min. 45WPM and min.95% accuracy,
• Spanish language required,
• Ability to effectively communicate in English and Spanish,
• Ability to write routine reports and correspondence,
• Ability to speak effectively with customers and co-workers,
• Ability to effectively present information and respond to questions from customers, participants, and vendors,
• Ability to deal with problems involving several variables in standardized situations,
• Knowledge of RingCentral Phone System,

EDUCATION and EXPERIENCE

High school diploma, some college preferred; or two to four years related experience and/or training in a high-volume call center required; or equivalent combination of education and experience. Passing score on new hire tests. Familiarity with use of computers and software programs required. Familiarity with the use of the Internet is required. Ability to read city maps required.

LANGUAGE SKILLS

Ability to effectively communicate in English and Spanish. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with customers and co-workers. Ability to effectively present information and respond to questions from customers, consumers, and vendors.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several variables in standardized situations.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel in the use of phones, computers, and fax machines; and talk or listen. The employee frequently is required to reach with hands and arms to operate a computer, reach phone, lift files and boxes. The employee is occasionally required to stand, walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.