Customer Service Representative (Remote)

About Emovis: At Emovis, we offer state‐of‐the‐art toll‐based mobility solutions and associated services for urban and interurban environments. As the competence centre for Abertis, a worldwide leading concessionaire managing 5,000 miles of high‐capacity, high‐quality motorways, we bring the quality and efficiency Abertis demands to public sector transportation agencies. With over 40 years of experience and more than 700 employees in 10 countries, we are trusted partners to authorities and tolling agencies worldwide, and we are expanding our footprint in the United States.Job Purpose The Customer Service Representative reports to the Call Center Supervisor and provides effective and efficient service to customers and prospects on all services. The representative interacts with customers to provide primary or scripted information in response to routine inquiries about products and services and may also handle and resolve general complaints.ResponsibilitiesProvide exceptional customer service, including verbal, nonverbal, and written communication, as outlined within the agreed quality standards.Understand customers' needs and determine the appropriate course of action in line with agreed SOPs and policies.Maintain records of customer interactions or transactions; register new accounts; record details of inquiries, complaints, comments, and actions taken to resolve customer inquiries.Process/administer existing accounts (adding a vehicle or changing a location).Contact customers to respond to inquiries or to notify them of investigation results or updates.Escalate unresolved customer grievances to a designated team member or department for further investigation.Determine charges for services requested and transfer them to the appropriate department, if applicable.Complete forms, change of address records, or discontinued services.Provide customer services via telephone or in person to give information about products, services, order status, or grievances.Contribute to overall department targets by achieving KPIs.Perform other duties as assigned.Educational RequirementsHigh School Diploma or GED.Experience Requirements0–3 years of customer service experience (must successfully complete a computer literacy assessment).Travel RequirementsNo travel required.Physical Requirements All requirements are subject to possible modification to reasonably accommodate individuals with a physical disability. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their job.Prolonged periods sitting at a desk, typing and working on a computer using repetitive motions.Standing, walking, lifting, carrying, reaching, pushing, and pulling.Must be able to lift 15 pounds at a time.CompetenciesCommunication – Express ideas and deliver comprehensible messages, structuring them clearly and transparently while listening actively and being empathetic. Influences and creates an impact on others and shows strong negotiating skill.Teamwork – Work with others, adopting collaborative and positive relationships to achieve common goals.Change – Accept, embrace, and drive change, and innovation while being open to different approaches, ideas, and proposals.Results – Meets or exceeds goals and objectives by adopting an agile, dynamic, efficient, and cost‐oriented approach, eager, and optimistic to get the best results.Leadership – Build and lead the team toward common results, positioning oneself as a leader and role model for guiding, inspiring, and driving the performance and development of team members while spearheading a positive environment.Strategic Mindset – Anticipates situations in the market while embracing the company's/department's strategic vision and mission. Achieves internal and external customer loyalty by utilizing quality and suitable proposed solutions.BenefitsPTO (Paid Time Off)Medical, Dental, & Vision InsuranceHoliday PayFSA, 401(k) plansMarket‐competitive salaries and performance‐based bonusesFlexible benefits packagesFlexible work schedule where possibleMentorship and career growth opportunitiesInclusive workplace culture celebrating diversity#J-18808-Ljbffr