Customer Service Representative

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