Call Center CSR - Bilingual

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.

The Bilingual in Spanish Customer Services 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. The representative may also handle and resolve general complaints.

• Must be bilingual in Spanish
• Provide 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 Standard Operating Procedures (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.
• Processes/administers existing accounts (adding a vehicle or change of address).
• May contact customers to respond to inquiries or to notify them of investigation results/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.
• Provide customer services via telephone or person to provide information about products, services, order status, or grievances.
• Contribute to overall department targets by achieving Key Performance Indicators (KPIs).
• May perform other duties as assigned.

• High School Diploma or GED.

• Minimum 6 months in a customer service role. Proficient in computer functions; comfortable navigating multiple applications (Must successfully complete a computer literacy assessment)

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:

• 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.
• 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 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, 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, inspiring, and driving the performance and development of team members while spearheading a positive…