Bilingual Call Center Representative

Job DetailsLevelEntryJob LocationQueens, Jamaica - Queens, NYPosition TypeFull TimeEducation LevelHigh SchoolGEDSalary Range$19.00 - $19.00 HourlyTravel PercentageNoneJob ShiftDayJob CategoryTransportationDescriptionJob Requisition: Bilingual (Spanish Speaking) Call Center RepresentativePosition Title: Bilingual Call Center RepresentativeDepartment: DispatchLocation: Corporate HeadquartersEmployment Type: Full-TimeSchedule: 10:00 AM - 6:30 PMJob 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 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 mannerResponsible for email communication in same fashion as phone services; provides callers or emailed inquiries with same rapid response with detailed information and guidanceResearches required information using the available resources in technology capability, Customer Service Representatives, Field Supervisors, Routers, or others as neededThoroughly listens to callers inquiry and provides information in a professional and sincere tone and directionEnters 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 takenIdentifies escalating priority issues and reports situations to leadership as soon as possibleRe-routes inbound calls to the appropriate resources, as needed; keeps an updates organization call list and chain of commandFollows up on complicated customer calls where requiredCompletes call notes and call reports as necessary; updates as neededObtains and evaluates all relevant data to handle complaints and inquiriesEnsures full comprehension of GPS bus tracking software and other available tools in order to provide accurate and up to data information to callersManages administration of first step by getting information to whom it needs to go; communicates and coordinates within internal functions including routing and financial departmentsResponsible for completing all necessary training including de-escalation and customer service techniquePerform other duties as assigned and directedQualifications1 year of experience in a Call Center Representative role for a large organization, andor;1 year of demonstrated experience in a generalized customer service role may suffice for the right candidateHigh School Diploma or equivalentEstablished experience in complaint resolve and incident management a mustDemonstrated ability to improve organizational procedures and work effectively to improve operationsExperience in data collection and information sortingExperience in customer service outreach techniques and methodsStrong written and verbal communication skillsAbility to work a flexible scheduleMultilingual speaking and writing skills a plus

Created: 2025-02-17