Jul 4, 2022
The ideal candidate will be proficient in 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 citations 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.
Be responsible for assisting customers who have questions and/or concerns regarding their citation
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
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 our database, while assisting customers and providing solutions
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 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
1 to 3 years of experience in a high-volume inbound call center, collections, customer service, or retail environment
Reliability, trustworthiness, and accountability
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).
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; SLACK – Internal Messenger for team communication)
Ability to demonstrate a strong work ethic and the desire to work as a self-motivated team player
High school diploma or GED required
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
Competitive salary and benefits package
Note to applicants: 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. Join our safety mission to help keep children safe!