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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
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Acting as a fast-moving, courteous company brand ambassador while processing transactions, interfacing with guests, communicating company policies, and enforcing regulations
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Foster customer success, happiness, and satisfaction by building customer rapport, addressing customer inquiries and complaints, providing empathy, and communicating information
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Embrace performance-based call monitoring, recording, and assessment approach to improve communication, timeliness, and overall satisfaction
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Spark accurate, speedy operation while optimizing voice quality, grammar skills, tone, and proactiveness to improve quality and consistency
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Leverage your knack for technology and attention to detail to foster data integrity by gathering information, composing documents, and inputting data
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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
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Provide comprehensive service and support for Monthly Parking customers, including; potential customers, existing customers and stakeholders.
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Provide comprehensive branch, lot and account maintenance support
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Respond to customer inquiries ensuring customers receive timely resolution and accurate information
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Demonstrate excellent customer service to assist in retaining Monthly Parking customers
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Ensure all customer account information is updated accurately and notes are entered for every transaction.
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Utilize resources such as Online Help, Policy \& Procedure manuals, and emails from Supervisors, Management and the Training Department
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Complete and maintain any required paperwork or record keeping methods
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Enter customer payment information for PAP or credit card when received by fax, e-mail or letter as well as over the phone.
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Keep up to date with changes in workflow, policy, and product knowledge.
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Provides support and training to new CSR positions.
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Keeps accurate records and updates all systems with required information.
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Assists other CSR's with trouble shooting for clients.
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Processes all work orders and meter out reporting and uploads the required documents to the share drive.
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Process hotel voids and enters into wireless system for revenue purposes.
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Prepares and costs out supply orders for all attendant locations and then uploads the required information to the share drive.
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Assist with monthly Guest Passes
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Maintains deliverable calendar to ensure all departments meet external deadlines.
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Monitor and maintain the Storefront email, sorting responding and processing all requests that enter through here.
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Issue, enter, and track Temporary paper passes as needed
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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
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Provide service for telephone-based customers for sign-ups and maintenance of monthly parking accounts.
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Provide user support/assistance to customers using the web-based interface.
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Complete all after-call work required to finalize a new customer sign-up or modify an account.
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Receive and accurately data enter customer information, credit card and pre-approved payment sign-up information.
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Assist daily parkers with meter out of orders and requests for information
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Other duties as assigned
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Must be at least 18 years of age
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G12/Equivalent
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1 year Customer service experience in a high-volume, fast-paced environment (ex. Retail, call center), preferred
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1 year data entry experience equaling 40 WPM
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Knowledge of contact center policies and software, including CRM, phone systems, etc
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Strong work ethic and reliability with professionalism and poise
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Superior interpersonal, verbal, and written communication skills
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Exceptional written oral communication skills
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Strong analytical abilities and sound judgment in decision-making
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Strong attention to detail and high degree of accuracy is key. Fast, accurate and efficient data entry, manipulation and retrieval of data from systems
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Ability to multitask, prioritize, and organize within a structured environment
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Flexibility and adaptability
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Motivated, take initiative and possess strong work ethic
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Ability to respond to customer complaints maintain professionalism at all times
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Conflict resolution
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Exceptional communication, tact and customer service skills. Ability to assist customers with diverse requirements
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Exceptional telephone etiquette
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Intermediate knowledge of computer software applications -- MS office
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Ability to successfully and consistently achieve individual and departmental service level goals
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Positive, team-oriented attitude and ability to balance independent workload with broader team goals
