Bilingual Customer Service Representative

About Emovis

Emovis offers state-of-the-art toll-based mobility solutions and associated services for urban and interurban environments. As the competence center for Abertis, Emovis aims to bring quality and efficiency to public sector transportation agencies.

Job Purpose

Emovis is seeking fully bilingual English/Spanish Customer Service Representatives to support 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: November 13, 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

• 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.
• Demonstrate readiness before moving to live calls.
• Attendance is critical due to the volume of material covered each day.

Attendance Expectations During Training

• 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 success.
• Training moves fast; application of learning is expected immediately.
• Manage frustrated or upset customers while staying professional and following processes.

How You Are Measured

• Quality scores based on call accuracy and compliance.
• Call handling time (efficiency).
• Schedule adherence (strict adherence to assigned shifts, breaks, and lunches).
• Customer experience and issue resolution.

Key Responsibilities

• 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.
• 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.

Educational Requirements

• High School Diploma or equivalent required.

Requirements & Tech Stack

• 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.
• No travel required.

Physical Requirements/Demands

• 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 clearly, listen actively, be empathetic, influence others, and show strong negotiating skill.
• Teamwork: Work collaboratively and positively to achieve common goals.
• Change: Accept, embrace, and drive change and innovation.
• Results: Meet or exceed goals and objectives with an agile, efficient, cost-oriented approach.
• Leadership: Inspire and drive team performance.
• Strategic Mindset: Anticipate market situations and embrace company vision.

Why Work with Emovis

Emovis Offers An Excellent Benefits Package, Including:

• PTO (Paid Time Off)
• Medical, Dental & Vision Insurance
• Holiday Pay
• FSA, HSA & 401(k) Plans

Reward & Recognition

• Competitive pay, performance incentives, and comprehensive benefits.

Be Part of Something Big

• Join a company at the forefront of mobility innovation.

Room to Grow

• Mentorship, development opportunities, and support for career building.

Everyone Has a Voice

• Every employee is heard, respected, and valued.

All-Inclusive

• Culture celebrates and supports unique differences.

Note: Employment is contingent upon successful completion of an assessment test and background screening.

The Pay Range For This Role Is 17 - 17 USD per hour (Boca Raton)