[Hiring] Bilingual Call Center Representative @Emerge 360, Inc.

Role Description

We are hiring for a new opportunity for a technology company with a public safety mission. Through relentless innovation and discovery, they are strengthening trust, safety and transparency across the student transportation space and making the trip to and from school safer for students. 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.

• Assist customers who have questions and/or concerns regarding their citation.
• Identify customers' needs, clarify information, and provide solutions and/or alternatives.
• Engage in active listening with customers, confirming or clarifying information and diffusing angry callers as needed.
• Understand and strive to meet or exceed call center metrics/KPI's while providing excellent consistent customer service.
• Be proficient in multi-tasking in a fast-paced environment (documenting all customer details in the database while assisting customers and providing solutions).
• Assist the Call Center Team Lead with meeting operational objectives by handling calls and additional projects.
• Support 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.
• 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, or retail environment.
• Bilingual in English and Spanish required.
• Superior level of attention to detail and proficiency in de-escalating difficult customers using conflict resolution skills.
• Excellent communication skills and strong analytical abilities (critical thinking and problem-solving skills).
• Adaptability and flexibility; ability to work well in a fast-paced, dynamic work environment.
• Ability to perform repetitive work (meet hourly quotas of customer calls, live chats, voicemail/email follow-ups).
• 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).
• Ability to demonstrate a strong work ethic and the desire to work as a self-motivated team player.

Requirements

• Remote, work from home.
• Monday-Friday work week.
• Hours: 8:00AM - 5:00PM US Eastern Time.
• Applicants must be currently authorized to work in Mexico on a full-time basis.

Benefits

• Emerge seeks to employ individuals based on their qualifications, working knowledge, and competency.
• Emerge has a commitment to ensure fair and equal employment opportunities are extended to all qualified persons.
• Equal access to programs, services, and employment is available to all qualified persons.