Customer Service Representative

Customer Service Representative

Sitestream, a Polaris Software company in Beverly, MA, is seeking detail-oriented and motivated team members as Customer Service Representatives to support callers and internal operations in a dynamic environment. In this role, you will be contributing towards technology that helps our customers make the world safer and fairer. As part of a fast-growing, mission-driven company, you will help ensure that our partner communities receive high-quality, reliable program outcomes.

This role is ideal for someone who enjoys wearing multiple hats, takes initiative, and thrives in a collaborative, fast-moving setting. In this position, you'll handle inbound and outbound customer calls, answer questions about traffic enforcement programs, process payments, perform data entry and administrative tasks, and assist with any related operational needs. A strong work ethic, consistency, and the ability to stay focused in a fast-paced environment are essential for this role. A friendly, professional phone demeanor is required.

Key Responsibilities:

• Answer inbound calls from the public and provide clear, helpful information.
• Make outbound calls to return voicemails or follow up on inquiries.
• Assist callers with understanding traffic citation policies for local jurisdictions.
• Deliver excellent customer service with professionalism and patience.

Processing & Data Entry:

• Process phone payments accurately through the online payment system.
• Maintain payment records, update customer profiles, and ensure data accuracy.
• Handle administrative tasks, outgoing emails, and general processing work as needed.

Operational Support:

• Adapt to new processes and tools quickly in a startup, multi-hat environment.
• Assist with additional tasks or projects that support office operations and team workflow.
• Follow company policies and uphold compliance standards.

Your Experience:

• Excellent communication skills with clear verbal delivery and active listening.
• Customer service strengths, including patience, empathy, and de-escalation capability.
• Strong problem-solving abilities and confidence in resolving caller concerns.
• Technical proficiency with computers, software tools, and call center systems.
• Accurate and efficient data entry skills.
• Reliable and organized, with strong time-management abilities.
• Adaptable and proactive - comfortable with shifting priorities in a startup environment.
• Team player who collaborates well and supports shared goals.
• Must pass a comprehensive background check, including fingerprinting.

Desirable:

• Fluent in Spanish

What We Offer:

• $24 per hour
• EAP
• Federal Paid Holidays (accrued)

Equal Opportunities:

Our business is an equal opportunities employer. We make recruitment decisions based on qualifications, skill sets, and experiences. We consider all suitable candidates regardless of their age, sex, gender reassignment, race, religious beliefs (or lack thereof), marital status, disability, sexual orientation, or any other protected characteristic. Please note that we can currently only consider candidates with an existing right to work in the US. Candidates must be able to pass a comprehensive background check, including fingerprinting.