Call Center CSR - Webchat; Bilingual

Position: Call Center CSR - Webchat (Bilingual)

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 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, operating call centres, walk‑in centres, and welcome centres throughout the United States.

Job Purpose

The Bilingual Spanish Customer Services Representative reports to the Call Center Supervisor and provides effective, 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.

Location

This is an on‑site position at 2145 Metro center Blvd, Orlando, FL.

Responsibilities

• Must be bilingual in Spanish.
• Provide exceptional customer service, including verbal, non‑verbal, and written communication, as outlined within the agreed quality standards.
• Utilise standard operating procedures and canned responses to address customer inquiries and disputes via chat.
• Maintain records of customer interactions or transactions; register new accounts; record details of inquiries, complaints, comments, and actions taken to resolve customer inquiries.
• Provide production support through administrative tasks, including data entry, working/completing service requests, document/image review, and processing.
• 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.
• Maneuver between taking English and Spanish chats, with the need to assist with call taking when needed.
• Contribute to overall department targets by achieving Key Performance Indicators (KPIs).
• May perform other duties as assigned.

Educational Requirements

• High School Diploma or GED.

Experience Requirements

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

Travel Requirements

No travel required.

Physical Requirements /Demands

• 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 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.

Benefits

• PTO (Paid Time Off)
• Holiday Pay
• FSA, 401(k) plans

Reward & Recognition

We look after our talented teams, from market‑competitive salaries to performance‑based bonuses and flexible benefits packages.

Flexible Work Schedule

Where possible, we'll help you work when you need to, because life happens.

Everyone Has a Voice

Innovation doesn't know hierarchy. We make sure everyone is heard, considered, and respected.

Room to Grow

Learning is built into every role here. You'll get mentorship and take ownership.

Make Your Move

Come for a tech job. Stay for a BD career. We support exploring new fields right under our roof.

All‑Inclusive

Be yourself. That's who we're hiring. Our culture celebrates and supports the difference that makes each of us unique. It's how we build better products for the world…and career growth for you.

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