Bilingual Customer Service Representative (English/Spanish)

Job description

Job Purpose Emovis is seeking fully bilingual English/Spanish Customer Service Representatives to support our customers in a fast-paced contact center environment. Position Details Position: Bilingual Customer Service Representative (English/Spanish) Pay Rate: $17.00 per hour Pay for Performance Incentives Available Start Date: September 18, 2026 Bilingual Requirement Candidates must be able to: Speak, read, and write fluently in both English and Spanish. Assist customers seamlessly in either language. Translate and communicate information accurately and professionally. Pass a bilingual language assessment if required. 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 absence 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 processes 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 both English and Spanish. 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. Provide exceptional service to English-speaking and Spanish-speaking customers. 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 or equivalent required. Experience Requirements Minimum of 6 months of customer service experience. Fluent verbal and written communication skills in both English and Spanish. Ability to type notes into customer accounts accurately and efficiently. Strong computer skills and ability to work across multiple systems and platforms. Ability to recognize, apply, and explain product and service information clearly. Previous call center experience preferred but not required. Travel Requirements No travel required. Physical Requirements/Demands All requirements are subject to possible modification to reasonably accommodate individuals with a disability. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties for this job, the employee may be required to: Sit for prolonged periods while working on a computer. Use repetitive hand and finger movements for typing and data entry. Stand, walk, lift, carry, reach, push, and pull as needed. Lift up to 15 pounds occasionally. 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 & 401(k) Plans Reward & Recognition We look after our talented teams through competitive pay, performance incentives, and comprehensive benefits. Be Part of Something Big Join a company at the forefront of mobility innovation and make your mark on a growing industry. Room to Grow Learning is built into every role. You'll receive mentorship, development opportunities, and the support needed to build your career. Everyone Has a Voice Innovation doesn't know hierarchy. We make sure every employee is heard, respected, and valued. All-Inclusive Be yourself. That's who we're hiring. Our culture celebrates and supports the differences that make each of us unique. Apply today and join Emovis as a Bilingual (English/Spanish) Customer Service Representative starting September 18, 2026. Please note: Employment is contingent upon successful completion of an assessment test and background screening. 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 5,000 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.