Language English |
Region Global | APAC

Emerge Global Reach


pin China English
pin India English
pin Indonesia English
pin Japan English
Russia English
pin Singapore English
Chinese S


pin Czech Republic English
France English
Germany English
pin United Kingdom English

The Americas

Canada English
Latin America English
pin United States English



Are you looking for the opportunity to make an impact?

Bilingual Call Center Agent (Spanish/English)-(523)

Location : USA
Industry : IT Services

Job Description:


Emerge is a fast-growing
business services enterprise firm headquartered in Rochester, NY. We are a
collection of people who care deeply about working together to solve our
clients’ consulting, staffing, and managed service’s needs.
  Our company’s values embody the excellence
and drive we provide our clients.
value authenticity, personal connections, and the power of people to change the
future of business.
We are seeking experienced customer
service representatives to work with our safety technology client who brings safety
tech solutions to school buses across North America.
  In this role, you will be proficient working
in a high-volume inbound call center assisting customers who have questions
and/or concerns regarding their citation and help process payments.
  You will have 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.
  Possessing strong conflict
resolution skills and de-escalating difficult customer reactions will be required.


Job Responsibilities

  • Deliver the highest
    level of Customer Service daily
  • Assist customers who
    have questions and/or concerns regarding their citation
  • Identify customer
    needs, clarify information and provide solutions and alternatives
  • Engage in active
    listening, confirm or clarify information, and diffuse angry callers, as needed
  • Meet or exceed call
    center metrics/KPIs while providing excellent, consistent customer service
  • Assist the Call Center
    Team Lead with meeting operational objectives by handling calls, additional
    projects, and support the entire operational team in cross-training initiatives
  • Embrace a collaborative
    work environment and provide positive feedback to build a climate where the
    team can succeed in bringing value and pride in their work
  • Treat everyone with
    respect, dignity, and multi-cultural sensitivity
  • Act with transparency
    and fairness in all transactions with colleagues and leadership


  • 1-3 years’ experience
    in a high-volume inbound call center, collections, customer service, or retail environment
  • Reliability,
    trustworthiness, and accountability
  • Superior attention to
    detail and proficiency de-escalating difficult customers using conflict resolution
  • Excellent communication
    skills and strong analytical abilities, including critical thinking and problem
    solving skills
  • Adaptability and
    flexibility to work well in a fast-paced, dynamic environment
  • Ability to perform repetitive
    work that includes meeting hourly quotas of customer calls, live chats,
    voicemail/email follow-up
  • Demonstrated
    intermediate level, or above proficiency in MS Office Suite including Office,
    Word, and Excel
  • Experience and
    proficiency working with technology including navigating cloud-based resources,
    IT software, and internet platforms (instant messaging, chats, group poster
  • Experience learning or
    using ADP Payroll/timekeeping and SLACK internal messaging
  • Possess a strong work
    ethic and is a self-motivated team member
  • High School Diploma or
    GED is required
  • Bilingual Spanish/English

Work Environment

  • Remote opportunity but
    must reside in EASTERN time zone
  • Monday-Friday work week
  • Hours:  8:00AM – 5:00PM
  • Contract to hire position
  • Comprehensive benefits
    package including health, dental, vision, and 401(k)
  • Applicants must be
    currently authorized to work in the United States on a full-time basis.
seeks, in all its operations, to employ individuals for available positions
based on their qualifications, working knowledge, and competency. Emerge has a continuing
commitment to ensure that fair and equal employment opportunities are extended
to all qualified
persons without regard to race, color, religion, sex, sexual orientation, national origin, citizenship,
immigration status, age, disability, veteran status, predisposing genetic
characteristics, familial status, marital status, domestic violence victim
status or any other protected characteristic or based on
their relationship or association with members of a protected
class. Emerge is committed to diversity in its most inclusive sense.”

EEOC Disclaimer :

“Emerge is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.”