Bilingual Call Center Agent- Miami

Role: Bilingual Call Center Representative (Fluent in English, Haitian-Creole, and Spanish)

Temporary/contract role

Location: Miami, Florida

Schedule: Monday to Friday-8:00-5:00pm EST

Travel: 0%

This role is instrumental in helping to identify motorists who illegally pass stopped school buses, endangering the lives of young children. The ideal candidate will be proficient working in a high-volume inbound call center/administrative environment. Candidates will be required to assist customers who have questions and/or concerns regarding their citation and help process payments. This work requires excellent communication and multi-tasking skills, superior attention to detail, as well as the ability to understand and interpret various state laws and regulations regarding school bus safety. The ideal candidate will possess strong conflict resolution skills and is highly proficient in de-escalating difficult customer interactions.

Responsibilities:

• Responsible for assisting customers who have questions and/or concerns regarding their citation

• Identify customers’ needs, clarify information and provide our customers with solutions and/or alternatives

• Engage in active listening with customers, confirming or clarifying information and diffusing angry callers, as needed

• Meet or exceed call center metrics/KPI’s while providing excellent consistent customer service and adhering to standards and guidelines

• Multi-tasking in a fast-paced environment (documenting all customer details in our database, while assisting customers and providing solutions)

• Responsible for assisting the Call Center Team Lead with meeting operational objectives by handling calls and additional projects as well as supporting the entire operational team in cross-training initiatives to assist departmental workload

• Embrace a collaborative work environment and provide positive feedback to build a climate in which the team can succeed in bringing value and pride to their work.

• Treat everyone with respect, dignity, and multi-cultural sensitivity.

• Act with transparency and fairness in all transactions with colleagues and leadership

Qualifications:

• High school diploma or GED required

• 1 to 3 years of experience in a high-volume inbound call center, collections, customer service environment.

• Bilingual in English and Haitian-Creole required. Fluent in Spanish preferable.

• Superior level of attention to detail and proficiency de-escalating difficult customers using conflict resolution skills

• Excellent communication skills and strong analytical abilities (critical thinking and problem-solving skills)

• Adaptability and Flexibility. The ability to work well in a fast-paced, dynamic work environment is crucial to your success

• Ability to perform repetitive work (meet hourly quotas of customer calls, live chats, voicemail/email follow ups).

• Must have remote office environment set up with access to high speed internet.

• Superior level of attention to detail and accuracy in a repetitive, task-oriented environment

• Strong time management and organizational skillset

• Demonstrated intermediate level (or above) proficiency in Microsoft Office Suite products (MS Office, Excel, and Word)

• Proficiency with technology (navigating cloud- based resources, IT software, and internet platforms (such as instant messenger chats, group poster boards)

• Experience learning and /or using the following resources (ADP --payroll/ timekeeping; Teams – Internal Messenger for team communication)

• Ability to demonstrate a strong work ethic and the desire to work as a self-motivated team player

WHO WE ARE

BusPatrol is a technology company with a public safety mission. Through relentless innovation and discovery, we are strengthening trust, safety, and transparency across the student transportation space and making the trip to and from school safer for students. As a leader in smart transportation, BusPatrol brings cutting-edge AI, machine learning and IoT safety tech solutions to school buses across North America. BusPatrol’s technology has been deployed onto more buses and has been used to issue more school bus stop arm citations than any other company in the world.

WHAT WE OFFER

BusPatrol employees get:

· A competitive salary and benefits package

· Comprehensive personal time off, including volunteering and birthday days off

· An opportunity to help build a company dedicated to children’s safety

· The chance to join an innovative and dedicated team, focused on leading edge technology

· The occasion to participate in BusPatrol’s culture of safety, learning, and teamwork

BusPatrol’s school bus safety programs are violator-funded, meaning that those who break the law pay for the technology that protects children. We build solid partnerships in the communities in which we operate which, coupled with our innovative business model, leads to sustainable efforts to change driver behaviors.

HOW WE WORK

On our mission to make the journey to and from school safer for children, the way we work together and with our partners is built on foundational cultural pillars.

· SAFETY Safety is our focus, for the children we protect and for each other. We follow the letter and spirit of occupational safety law, relentlessly employ safety best practices, and foster learning and development on our worksites. We are safe to be ourselves and to make mistakes, and we create safe environments for our teams.

· CONNECTION We build strong relationships and teams in support of our mission. We promote and provide opportunities for employees to grow together.

· EXCELLENCE We commit to innovation and quality work in support of our mission and each other. The children we safeguard are at the forefront of our decisions and actions and we excel on their behalf.

· IMPACT We measure success by fulfilling our mission and keeping the company strong. We invest our time and energy in the actions that deliver results for students and for their communities.

We are looking for a valued member of the BusPatrol team to assist us in our quest to improve children’s safety. This is an important role for us and a great opportunity for the right candidate. Our environment is inclusive, diverse, ignited, built on integrity, and deeply committed.

The US salary range for this position is provided in this posting. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Partner can share more about the specific salary range for your preferred location and skill level during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, and/or commission (if applicable) or benefits.

EOE/AA Disability-Veteran