WIC Bilingual Team Lead - Tampa

At Emovis, we offer state-of-the-art toll-based mobility solutions and associated services for urban and interurban environments. As the competence center for Abertis, a worldwide leading concessionaire managing 5000 miles of high-capacity, high-quality motorways, we look to bring the quality and efficiency Abertis demands to public sector transportation agencies. With over 40 years of experience and over 700 employees in 10 countries, we are trusted partners to Authorities and Tolling agencies worldwide.

Our vision at Emovis is to partner with transport leaders worldwide to accelerate their business toward seamless, sustainable, and inclusive mobility. We are expanding our footprint in the USA. As a result, we operate call centers, walk-in centers, and welcome centers throughout the United States.

Hours of Operations:
Monday – Friday 8a-6p, Saturday 8:00a-5p

Shift: 10am-6:30pm with rotating Saturday

Location:

Tampa, FL Location

• Assist Supervisor with monitoring customer escalations and addressing them to resolve matters according to process procedures.
• Ensure excellent internal communication to help foster a customer-centric operation.
• Assist Supervisor in helping to maintain records of customer interactions or transactions; register new accounts; record details of inquiries, complaints, comments, and actions taken to resolve customer inquiries.
• Focus on contribution to overall department goals and targets to achieving and exceeding Service Level Agreement (SLA) goals and Key Performance Indicators (KPIs)
• Assist Supervisor with Walk-in Center ‘Opening’ and ‘Closing’ duties, as needed.
• Ensure reconciliation of records and payments and balance at the end of the day.
• Manage transponder inventory and fulfillment process.
• Perform other work as required and assigned
• Providing production services to client operations by performing administrative tasks such as data entry, document/image review, and processing
• Respond to all tolling and/or administration related customer inquiries and disputes
• Review of electronic documents and service requests
• Following standard operating procedures for process required transactions via mainframe or web-based applications to handle customers and/or other agencies’ service requests
• Adhere to confidentiality requirements and laws to ensure information is disseminated only to authorized individuals
• All other duties as assigned

• 6 months Sun Pass and/or Tolling Business Knowledge
• Customer Service Experience Effective and accurate written and verbal communication skills
• Effective problem-solving skills
• Experience with Vector application
• Ability to convey complex information in a clear and concise manner to ensure customers understand
• Certain data entry speed / accuracy requirements may apply depending upon primary focus of the position
• Computer function competency
• High School Diploma or GED Equivalent
• Performs clerical tasks as needed

• Store Management or Lead Experience
• Inventory Control Experience
• Experience with Vector application

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.

While performing the duties for this job, the employee may be required/subjected to:

• Communication - 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 other, adopting collaborative and positive relationships to achieve common goals.
• Change - Accept, embrace, and drive change, and innovation while being open to difference approaches, ideas, and proposals.
• Results - Meets or exceeds goals and objectives by adopting an agile, dynamic, efficient, cost-oriented approach, eagerness, and optimism to get the best results.
• Leadership - Build and lead the team toward common results, positioning oneself as a leader and role model for guiding,…