Customer Service Representative

Modaxo•Philadelphia, PA

13d

About The Position

The Customer Service Representative is the front line of Elovate's customer experience. In this role, you will handle inbound and outbound contacts — via phone, email, and chat — from members of the public, city agencies, and other stakeholders with questions or concerns related to automated traffic enforcement citations. You will also be required to complete some CiteWeb correspondence tasks. You will be responsible for resolving inquiries accurately and professionally, following established guidelines to ensure every interaction reflects Elovate's commitment to quality service and program integrity.

Requirements

Worker Type: Regular

Responsibilities

Handle inbound contacts via phone, email, and chat from members of the public and agency stakeholders regarding traffic enforcement citations.
Assess the nature of each inquiry and determine the appropriate resolution — answering in place, transferring, or initiating follow-up.
Provide accurate, professional, and timely responses using established scripts, knowledge bases, and program guidelines.
Process citation-related transactions including payment inquiries, hearing requests, appeals, and account updates.
Identify and escalate complex, sensitive, or out-of-procedure inquiries to a senior associate or supervisor.
Execute outbound contact activities as required by client programs, including courtesy notifications and follow-up calls.
Document all outbound activities accurately in the contact management system.
Meet or exceed outbound productivity targets and quality standards as defined by program SLAs.
Collect all necessary information from customers to accurately update databases and case records.
Ensure all customer interactions and transactions are documented completely and in real time.
Verify customer-provided information against system records to ensure accuracy before processing.
Maintain data integrity and confidentiality in accordance with client contract requirements and privacy standards.
Complete correspondence tasks within CW, as required.
Meet individual performance targets including call handling time, first-contact resolution, quality scores, and SLA adherence.
Follow all program-specific scripts, procedures, and compliance guidelines on every interaction.
Participate in quality monitoring, coaching sessions, and team huddles to continuously improve performance.
Comply with all Elovate policies, client requirements, and applicable regulations.