Customer Service Representative

Customer Inquiry & Issue Resolution 

• 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. 

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 confidentiality in accordance with client contract requirements and privacy standards. 

Correspondence Tasks 

• Complete correspondence tasks within CW, as required. 

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 with all Elovate policies, client requirements, and applicable regulations.