Call Center Representative

About Sensys Gatso

Sensys Gatso USA, part of the Sensys Gatso Group in Sweden, is celebrating our 61st year in photo enforcement. Sensys Gatso has a global footprint that extends to over 50,000 installations in 60 countries. Our services are based on innovative hardware, unique software and tailor-made solutions, on a foundation of five-star support and maintenance. We are firmly committed to improving traffic behavior, in close cooperation with our clients. Our mission is to enhance road safety and save lives by changing the driving behavior of motorists.

The Role

As a Call Center Representative, you are empowered to deliver a differentiated customer service experience for our U.S. clients and their customers. You will communicate with customers over the phone, chat, and email across all U.S. time zones, with expanded days and hours of operation and multilingual options. You will be responsible for communicating in a friendly and professional manner, leveraging best in class Call Center tools and practices to answer questions and provide information to resolve accounts and issues. Every day, you’ll work with like-minded colleagues to deliver the best possible experience for our clients and their customers.

Skills and Responsibilities

● Have the understanding that every task is important to our existing client relationships and serve as the foundation for future opportunities.

● Collaborate cross-functionally with other employees and departments as needed to identify and improve our road safety programs and offering.

● Handle a large volume of inbound and outbound calls, chats, and emails in a timely manner.

● Follow communication scripts, client policies and procedures, account statuses.

● Identify customer needs, provide relevant information, demonstrate empathy and professionalism.

● Maintain ownership of calls throughout the lifecycle of a callers request, including follow up or escalation when requested or necessary.

● Accurately summarize the nature of each call and pertinent facts about unsatisfied customers.

● Identify opportunities to improve customer experiences and call outcomes.

● Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality.

● Attend training sessions and practice independent learning to build and continuously sharpen your skills and knowledge in conflict resolution, client policies and procedures, phone system usage, and account databases.

● Happily assist fellow employees with communication skills and job knowledge, including training, shadowing, role playing, and professional feedback.

Qualifications

● 1 – 3 years experience in a Call Center or customer-support role

● Strong active-listening and verbal communication skills

● Capacity to understand the customer perspective while providing services

● Ability to multitask and manage time effectively

● Preferred: multilingual, English and Spanish; GoTo Contact Center experience

Benefits

● Competitive salary

● 401k with employer match

● Holidays and paid time off

● Medical, dental, and vision plans

Sensys Gatso is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.