Call Center CSR - Bilingual (English / Spanish) $17 / hr

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 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.

Job Purpose

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.

We are looking to fill full-time. We offer various shift variations. This is an on-site position at 2145 Metrocenter Blvd, Orlando, FL.

Responsibilities

• 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.
• Educational Requirements
• High School Diploma.

Experience

Travel Requirements

Physical Requirements / Demands

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.

Competencies

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.

Why Work with Us

Emovis offers an excellent benefits package, including :

Reward & Recognition

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

Be Part of Something Big

What's more exciting than being at the forefront of one of the fastest-changing industries? Join our team and make your mark on the new global economy.

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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