USA - Customer Service Representative

Full job description
Description

Position: Customer Survice Representative
Hourly Pay: $16
Schedule: Monday - Friday
Shift: 8am - 4pm

Customer Service Representative processing written transaction requests from Monthly Parking, Transient customers and stakeholders. Provides consistent and professional customer service in assisting internal and external customers with monthly and daily parking requirements.

Key Responsibilities

Develop sound critical and decision-making skills necessary to thrive in a fast-paced environment with back-to-back calls while maintaining poise, accuracy, and speed
Acting as a fast-moving, courteous company brand ambassador while processing transactions, interfacing with guests, communicating company policies, and enforcing regulations
Foster customer success, happiness, and satisfaction by building customer rapport, addressing customer inquiries and complaints, providing empathy, and communicating information
Embrace performance-based call monitoring, recording, and assessment approach to improve communication, timeliness, and overall satisfaction
Spark accurate, speedy operation while optimizing voice quality, grammar skills, tone, and proactiveness to improve quality and consistency
Leverage your knack for technology and attention to detail to foster data integrity by gathering information, composing documents, and inputting data
Answer inbound emails, phone calls, and faxes within department and individual Service Level and Quality goals. Acts as point of contact for both internal and external monthly parking customers
Provide comprehensive service and support for Monthly Parking customers, including; potential customers, existing customers and stakeholders.
Provide comprehensive branch, lot and account maintenance support
Respond to customer inquiries ensuring customers receive timely resolution and accurate information
Demonstrate excellent customer service to assist in retaining Monthly Parking customers
Ensure all customer account information is updated accurately and notes are entered for every transaction.
Utilize resources such as Online Help, Policy Procedure manuals, and emails from Supervisors, Management and the Training Department
Complete and maintain any required paperwork or record keeping methods
Enter customer payment information for PAP or credit card when received by fax, e-mail or letter as well as over the phone.
Keep up to date with changes in workflow, policy, and product knowledge.
Provides support and training to new CSR positions.
Keeps accurate records and updates all systems with required information.
Assists other CSR’s with trouble shooting for clients.
Processes all work orders and meter out reporting and uploads the required documents to the share drive.
Process hotel voids and enters into wireless system for revenue purposes.
Prepares and costs out supply orders for all attendant locations and then uploads the required information to the share drive.
Prepares all Non-registered passes for Hotel Macdonald and places them into wireless system for revenue purposes.
Assist with monthly Guest Passes for the Westin Hotel invoicing purposes.
Maintains deliverable calendar to ensure all departments meet external deadlines.
Monitor and maintain the Storefront email, sorting responding and processing all requests that enter through here.
Issue, enter, and track Temporary paper passes as needed
Answer inbound calls and meet individual Service Level and Quality goals. Acts as first point of contact for both internal and external monthly parking customers
Provide service for telephone-based customers for sign-ups and maintenance of monthly parking accounts.
Provide user support/assistance to customers using the web-based interface.
Complete all after-call work required to finalize a new customer sign-up or modify an account.
Receive and accurately data enter customer information, credit card and pre-approved payment sign-up information.
Assist daily parkers with meter out of orders and requests for information
Other duties as assigned

Skills, Knowledge and Expertise

Must be at least 18 years of age
G12/Equivalent
1 year Customer service experience in a high-volume, fast-paced environment (ex. Retail, call center), preferred
1 year data entry experience equaling 40 WPM
Knowledge of contact center policies and software, including CRM, phone systems, etc
Strong work ethic and reliability with professionalism and poise
Superior interpersonal, verbal, and written communication skills
Exceptional written oral communication skills
Strong analytical abilities and sound judgment in decision-making
Strong attention to detail and high degree of accuracy is key. Fast, accurate and efficient data entry, manipulation and retrieval of data from systems
Ability to multitask, prioritize, and organize within a structured environment
Flexibility and adaptability
Motivated, take initiative and possess strong work ethic
Ability to respond to customer complaints maintain professionalism at all times
Conflict resolution
Exceptional communication, tact and customer service skills. Ability to assist customers with diverse requirements
Exceptional telephone etiquette
Intermediate knowledge of computer software applications – MS office
Ability to successfully and consistently achieve individual and departmental service level goals
Positive, team-oriented attitude and ability to balance independent workload with broader team goals

Benefits

Join our team and enjoy an outstanding benefits package, including:
(Full Time Only)
Generous Paid Time Off: Enjoy 10 days of paid time off, plus 8 paid holidays, so you can rest and recharge.
Comprehensive Health Plans: Access top-notch Medical, Dental, and Vision coverage for you and your family.
Life and Disability Insurance: Company paid basic life and Short-Term Disability to secure your future with essential protection for you and additional options for your loved ones.
401(k) Plan: Benefit from a generous employer match with immediate vesting to help you save for retirement.
Employee Assistance Program: Access behavioral Health Care to assist with personal needs for you and your family members.
Parental and Caregiver Leave: Enjoy time off to support your growing family or care for loved ones.
(Part Time)
401(k) Plan: Benefit from a generous employer match with immediate vesting to help you save for retirement.
Sick Time Off: Prioritize your health and well-being with paid sick leave based on state laws and regulations.
Employee Assistance Program: Access behavioral Health Care to assist with personal needs for you and your family members.

About Reimagined Parking
The Reimagined Parking family of nationally recognized brands–Impark, Lanier, Republic Parking, AmeriPark, and ParkOne—is the world's leading tech-powered, people-driven parking solutions provider. Our workforce of 8,000 manages 3,400 high-density parking facilities across 500 North American cities, generating 34 million digital transactions annually.

Reimagined Parking is an equal opportunity employer. Reimagined Parking does not discriminate on the basis of race, ancestry, religion or creed, color, sex, national or ethnic origin, gender identity, gender expression, sexual orientation, age, marital status, family status, veteran status, disability status, or any other protected ground of discrimination/class status protected by state/provincial or federal law, as applicable. Reimagined Parking complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

United States - California applicants only:
The Company will consider qualified applicants with arrest or conviction records for employment in accordance with the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers and the City of Los Angeles Fair Chance Initiative for Hiring, and other local ordinance, as applicable. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if the Company is concerned about a conviction or convictions that is/are directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction(s), provide mitigating evidence, or challenge the accuracy of the background report. A criminal history may have a direct, adverse and negative relationship upon certain job duties of this employment position, and such criminal history may result in the withdrawal of a conditional offer of employment.
Find out more about the Los Angeles County Fair Chance Ordinance at https://opportunity.lacounty.gov/wp-content/uploads/2024/03/FCO-FAQ-Final-Updated-with-Recommendations.pdf. Find out more about the California Fair Chance Act by visiting the Civil Right’s Department Fair Chance Act webpage: https://calcivilrights.ca.gov/fair-chance-act/. Read more