Customer Service Representative

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

We are currently hiring Customer Service Representatives (CSR's) who are able to provide excellent customer service to customers.

Training Commitment (What it takes to succeed):

• 3 weeks of full-time, instructor-led training (Monday-Friday, 10:00 AM to 6:30 PM).
• Fast-paced learning environment with daily performance expectations and real-time feedback.
• You will be expected to demonstrate readiness before moving to live calls.
• Attendance is critical due to the volume of material covered each day.

Attendance Expectations During Training:

Because training builds day-by-day, missing time impacts your ability to succeed:

• 1 full-day absences may result in removal from training.
• 3 tardies may result in removal from training.
• 2 early departures may result in removal from training.

What This Job is Really Like (First 30-60 Days)

• Back-to-back inbound calls with limited downtime between calls.
• Strict schedules with adherence expectations (breaks and lunches are timed).
• Multiple systems open at once - speed and accuracy both matter.
• Performance is measured daily and directly impacts your success in the role (quality, call handling time, attendance).
• Training moves fast - you are expected to apply what you learn immediately.
• Customers may be frustrated or upset - you are expected to stay professional, in control of the call, and follow process even under pressure.
• Most employees take several weeks after training to feel fully comfortable in this role - this is expected.

How You Are Measured:

• Quality scores based on call accuracy and compliance.
• Call handling time (efficiency matters).
• Schedule adherence (strict adherence to assigned shifts, breaks, and lunches).
• Customer experience and issue resolution.

Job Description:

• Handle a high volume of inbound calls in a structured, fast-paced environment.
• Navigate multiple systems while speaking with customers in real time.
• Follow specific scripts and verification processes with high accuracy.
• Document every interaction clearly and completely during or immediately after the call.
• Manage difficult or frustrated customers while maintaining professionalism and control.
• Apply SOPs exactly as trained - consistency is critical to quality scores.
• Complete accurate call documentation within required timeframes while maintaining call flow.

Scheduling After Training

• Shifts are assigned based on business needs.
• Candidates must be flexible to work any shift within operating hours.
• Saturday shifts are required.

This Role May Not Be a Fit If You:

• Need a flexible or changing schedule.
• Prefer slow-paced or unstructured work environments.
• Are uncomfortable being measured on daily performance metrics.
• Struggle with punctuality or strict attendance expectations.
• Prefer roles with extended downtime between tasks.

What Success Looks Like Early On

• You ask questions and apply feedback quickly.
• You improve week over week during training.
• You show reliability in attendance and schedule adherence.
• You demonstrate effort-not perfection-during ramp-up.
• You remain consistent and committed, even when the role feels challenging during the learning curve.

Educational Requirements

• High School Diploma

Experience Requirements

• 6 months of customer service experience.
• Ability to type notes into customer accounts.
• Computer skills, working in various platforms, etc.

• Recognize, apply and explain your product or service knowledge.

Travel Requirements

• No travel required.

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.

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.

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.
• 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.

Why Work with Us

Emovis offers an excellent benefits package, including:

• PTO (Paid Time Off)
• Medical, Dental, & Vision Insurance
• Holiday Pay
• FSA, HSA, 401K plans

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.

Please note: Employment is contingent upon successful completion of an assessment test and background screening.

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.