China 
Overview
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. We
value authenticity, personal connections, and the power of people to change the
future of business.
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. We
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.
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
Qualifications
- 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
skills - 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
boards - 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.
“Emerge
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.”
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.”
