Customer Service Admin Representative at Vancouver

Description

Key Responsibilities

• 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 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
• Keep up to date with changes in workflow, policy, and product knowledge.
• Keeps accurate records and updates all systems with required information.
• Processes all work orders and upload the required documents to the share drive.
• Prepares and costs out supply orders for all attendant locations and then uploads the required information to the share drive.
• Assist with monthly Guest Passes for the location 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 internet
• Other duties as assigned

Skills, Knowledge and Expertise

• Must be at least 18 years of age
• G12/Equivalent
• Previous experience in a customer service or administrative role preferred
• Strong interpersonal and written oral communication skills
• Excellent organizational and time management abilities
• Strong work ethic and reliability with professionalism
• Proficient computer skills, including Microsoft Office Outlook and Word
• 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
• 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

About Reimagined Parking