Bilingual Customer Care Agent

Job Description

Job Description

EverDriven is a rapidly growing, tech-enabled transportation management company, serving some of the most vulnerable children in our community.

We exist to ensure that children with special needs receive safe, efficient, and cost- effective transportation to and from school.

Our proprietary, best-in-class, technology solutions enable school districts and parents to easily plan, track and adjust each student’s trips, to and from school, and gives the student access to the educational experience they deserve.

Every Trip. Every Day. If you’re someone who thrives in a mission forward, fast-paced, technology driven environment, we would love to talk to you about a fulfilling career at EverDriven.

Position Summary :

EverDriven's Customer Care Agents handle inbound calls and play a key role in ensuring students arrive safely and on time.

Working closely with school districts, parents, and drivers, you'll help resolve transportation issues, dispatch drivers, and handle incoming calls.

Customer Care Agents provide exceptional customer support through empathy, active listening, and effectively de-escalate dissatisfied customers to resolve their issues.

The ideal candidate will have strong communication skills, a customer-centric attitude, and the ability to work efficiently in a fast-paced environment.

Basic computer skills are needed to be successful in this role.

We’re looking for someone who thrives in fast-paced environments, can think on their feet, and has a knack for calming stressed customers.

If you’re tech-savvy, experienced with multitasking, and ready to make a difference in student safety, we want you on our team!

Office Location : 12000 N. Pecos St. Suite 340 Westminster, CO 80234

Schedule : Full-time, Monday-Friday - Morning, or Mid, or Evening Shift

Pay Rate : $21 / hour + quarterly bonus potential

Responsibilities :

• Handle a high-volume of incoming client / driver calls with a high level of professionalism
• Enter customer information into the data entry system
• Dispatch drivers to the client location
• Problem-solve transportation issues and properly document transactions
• Ability to de-escalate customer concerns and / or issues
• Read / understand maps and other geographical software
• Effectively communicate via telephone, email and messaging applications with a wide variety of customers, clients and employees
• Successfully navigate multiple computer systems and applications
• Sit or stand and talk for extended periods of time
• When applicable, Agents assigned to bilingual speaking roles will be required to meet all expectations in their designated language as outlined in this document
• Ability to cross-train and help in other areas between call volume peaks
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job
• As a part of normal business operations, employees in this role may access and / or modify electronic Protected Health Information (ePHI) in a manner compliant with requirements set forth by the Health Insurance Portability and Accountability Act (HIPAA)

Requirements :