Call Center Representatives - Boca Raton

Job description

About The Role We are seeking motivated Call Center Representatives in Boca Raton to join our Customer Support team in an hourly, full-time capacity. In this role, you will be the first point of contact for our customers, handling inbound calls, resolving issues, and delivering a positive experience during every interaction. You will use your communication skills, problem-solving abilities, and attention to detail to address questions, troubleshoot basic issues, and escalate more complex concerns when needed. Prior call center experience is preferred, and we provide training to help you succeed and grow in the position. What You'll Do Handle a high volume of inbound and outbound customer calls in a professional and courteous manner Listen carefully to customer needs, questions, and concerns, and provide accurate information and solutions Use company systems and tools to document all customer interactions, actions taken, and resolutions provided Follow established call center scripts, policies, and procedures while maintaining a natural and friendly tone Troubleshoot basic issues and determine when to escalate more complex problems to the appropriate team or supervisor Meet or exceed individual and team performance goals related to call quality, productivity, and customer satisfaction Collaborate with team members and leadership to share feedback, best practices, and opportunities for process improvement Maintain confidentiality of customer information and comply with all company and regulatory requirements Participate in ongoing training and coaching sessions to stay current on products, services, and support processes Contribute to a positive, team-oriented call center environment and uphold the company’s customer service standards Qualifications Minimum of 1 year of experience in a customer service or customer-facing role; call center experience preferred High school diploma or equivalent (GED) Strong verbal communication skills in English, with a clear and professional phone manner Basic computer proficiency, including the ability to navigate multiple systems and type while speaking with customers Ability to learn and follow scripts, guidelines, and procedures while adapting to each customer’s situation Strong active listening, problem-solving, and conflict-resolution skills Ability to remain calm, patient, and empathetic when working with frustrated or upset customers Reliable attendance and the ability to work a full-time, hourly schedule, which may include evenings or weekends depending on business needs Strong organizational skills and attention to detail when documenting customer interactions Eligibility to work in the United States and ability to work on-site in Boca Raton, FL, as required by the position 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 5000 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.