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Company | BusPatrol |
Address | Canada |
Employment type | CONTRACTOR |
Salary | |
Category | Software Development |
Expires | 2023-07-04 |
Posted at | 11 months ago |
Role: Bilingual Call Center Agent (English/Spanish)
- Understand and strive to meet or exceed Call Center metrics/KPI’s by providing excellent customer service while adhering to standards and guidelines
- The position is 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
- Be able to 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
- Treat everyone with respect, dignity, and multi-cultural sensitivity.
- Understand and strive to meet or exceed call center metrics/KPI’s while providing excellent consistent customer service
- Act with transparency and fairness in all transactions with colleagues and leadership
- Be proficient in multi-tasking in a fast-paced environment (documenting all customer details in our database, while assisting customers and providing solutions
- Be responsible for assisting customers who have questions and/or concerns regarding their citation
- Be able to 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.
- Adaptability and Flexibility. The ability to work well in a fast-paced, dynamic work environment is crucial to your success
- 1 to 3 years of experience in a high-volume inbound call center, collections, customer service, or retail environment
- Reliability, trustworthiness, and accountability
- Bilingual in English and Spanish required.
- Superior level of attention to detail and accuracy in a repetitive, task-oriented environment
- Ability to perform repetitive work (meet hourly quotas of customer calls, live chats, voicemail/email follow ups).
- 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)
- Ability to demonstrate a strong work ethic and the desire to work as a self-motivated team player
- Demonstrated intermediate level (or above) proficiency in Microsoft Office Suite products (MS Office, Excel, and Word)
- High school diploma or GED required
- Experience learning and /or using the following resources (ADP --payroll/ timekeeping; SLACK – Internal Messenger for team communication)
- Strong time management and organizational skillset
- Proficiency with technology (navigating cloud- based resources, IT software, and internet platforms (such as instant messenger chats, group poster boards)
- The chance to join an innovative and dedicated team, focused on leading edge technology
- Competitive salary and benefits package
- An opportunity to help build a company dedicated to children’s safety
-
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