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.
Customer Inquiry & Issue Resolution
Handle inbound contacts via phone, email, and chat from members of the public and agency stakeholdersregardingtraffic enforcement citations.
Assess the nature of each inquiry anddeterminetheappropriate resolution— answering in place, transferring, orinitiatingfollow-up.
Provideaccurate, professional, andtimelyresponses using established scripts, knowledge bases, and program guidelines.
Process citation-related transactions including payment inquiries, hearing requests, appeals, and account updates.
Identifyand escalate complex, sensitive, or out-of-procedure inquiries to a senior associate or supervisor.
Outbound Contact & Follow-Up
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.
Data Entry & Record Management
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 confidentialityin accordance withclient contract requirements and privacy standards.
Correspondence Tasks
Complete correspondence tasks within CW, asrequired
Quality & SLA Compliance
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 withallElovatepolicies, client requirements, and applicable regulations.
Requirements
Worker Type:
Regular
Number of Openings Available:
0
Automated traffic enforcement solutions that elevate community safety. Making our neighbourhoods safer with technology and data, for everyone, everywhere.
