Bilingual Call Center Representative - Mexico

About the role

We are hiring for a technology company with a public safety mission. Through relentless innovation and discovery, we strengthen trust, safety, and transparency across the student transportation space, 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, assisting customers with questions or concerns regarding their citations and processing payments. This work requires excellent communication and multi-tasking skills, superior attention to detail, and 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

• 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/KPIs while providing excellent, consistent customer service.
• Proficiently multi-task in a fast-paced environment (documenting 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, as well as supporting 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.

Requirements

• 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 Haitian-Creole.
• 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 skills.
• 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 ADP (payroll/timekeeping) and Teams (internal messenger for team communication).
• Ability to demonstrate a strong work ethic and the desire to work as a self-motivated team player.

Schedule

• Monday–Friday work week.
• Hours: 8:00 AM – 5:00 PM US Eastern Time.
• Must live in Miami-Dade County.

Pay

$19.50/hour plus benefits.