Customer Service Representative

Elovate; Philadelphia, Northern (Philadelphia County, KY); Hybride; USD 25 000 - 36 000; Plein temps

Résumé du poste

Elovate is seeking a detail-oriented Customer Service Representative to review and adjudicate traffic enforcement images for citation issuance. You will apply jurisdiction rules, assess image quality, and ensure data accuracy across programs.

This role emphasizes throughput, quality, confidentiality, and adherence to client contracts, with escalation for ambiguous cases and timely communication with supervisors.

Qualifications

• Review traffic enforcement images to determine if a citation meets program criteria.
• Apply jurisdiction-specific rules, violation thresholds and evidentiary standards.
• Assess image quality and vehicle identification for accuracy.

Responsabilités

• Flag ambiguous or non-compliant images for supervisor review.
• Process documents and data from electronic/hard copy sources and ensure accurate data entry.
• Maintain high accuracy and throughput to meet daily/weekly targets.
• Follow all processing procedures, client requirements and privacy standards.

Description du poste

**Job Summary:**The Customer service representative plays a direct role in Elovate's mission to make roads safer. In this position, you will review and adjudicate traffic enforcement images - including speed, red light, school zone, and work zone violations - on a computer screen, ensuring that each citation meets client and jurisdictional requirements before it is issued. This is a detail-oriented, production-focused role where accuracy, consistency, and adherence to established procedures are essential to the quality and integrity of Elovate's enforcement programs.**Job Description:****Image Review & Adjudication*** Review traffic enforcement images captured from automated enforcement systems on a computer screen, carefully examining each image to determine whether a violation meets the criteria for citation issuance.* Apply jurisdiction-specific rules, violation thresholds, and evidentiary standards consistently across all assigned programs.* Assess image quality, vehicle identification, and violation elements to ensure accuracy before transmitting to the next processing stage.* Flag ambiguous, unclear, or non-compliant images for supervisor review in accordance with escalation procedures.* Maintain a high level of accuracy and throughput to meet daily and weekly production targets.**Document & Data Processing*** Receive, process, and classify documents and violation data from electronic and hard copy sources.* Sort, image, file, and archive documents and records by form type and program requirements.* Capture and enter data accurately based on client-specific requirements and established procedures.* Verify data generated by automated extraction tools, correcting errors and flagging discrepancies.* Ensure completed data and processed images are transmitted to the appropriate next level in a timely manner.* Support outbound correspondence processing as required by client contracts.**Quality & Compliance*** Follow all established processing procedures, quality standards, and client contract requirements.* Maintain a consistent error rate within program quality benchmarks.* Participate in quality audits and accept coaching to improve accuracy.* Comply with all Elovate policies, data privacy requirements, and program-specific confidentiality standards.* Report system issues, image quality problems, or unusual volume trends to the supervisor promptly.* **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.**Worker Type:**Regular**Number of Openings Available:**0