Customer Service Representative

Modaxo•Philadelphia, PA

13d

About The Position

The Customer service representative plays a direct role in Elovate's mission to make roads safer. In this position, you will review and adjudicate traffic enforcement images — including speed, red light, school zone, and work zone violations — on a computer screen, ensuring that each citation meets client and jurisdictional requirements before it is issued. This is a detail-oriented, production-focused role where accuracy, consistency, and adherence to established procedures are essential to the quality and integrity of Elovate's enforcement programs.

Requirements

Detail-oriented
Production-focused
Accuracy
Consistency
Adherence to established procedures

Responsibilities

Review traffic enforcement images captured from automated enforcement systems on a computer screen, carefully examining each image to determine whether a violation meets the criteria for citation issuance.
Apply jurisdiction-specific rules, violation thresholds, and evidentiary standards consistently across all assigned programs.
Assess image quality, vehicle identification, and violation elements to ensure accuracy before transmitting to the next processing stage.
Flag ambiguous, unclear, or non-compliant images for supervisor review in accordance with escalation procedures.
Maintain a high level of accuracy and throughput to meet daily and weekly production targets.
Receive, process, and classify documents and violation data from electronic and hard copy sources.
Sort, image, file, and archive documents and records by form type and program requirements.
Capture and enter data accurately based on client-specific requirements and established procedures.
Verify data generated by automated extraction tools, correcting errors and flagging discrepancies.
Ensure completed data and processed images are transmitted to the appropriate next level in a timely manner.
Support outbound correspondence processing as required by client contracts.
Follow all established processing procedures, quality standards, and client contract requirements.
Maintain a consistent error rate within program quality benchmarks.
Participate in quality audits and accept coaching to improve accuracy.
Comply with all Elovate policies, data privacy requirements, and program-specific confidentiality standards.
Report system issues, image quality problems, or unusual volume trends to the supervisor promptly.
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.