Customer Service Agent - Parking Facility TMC

Reimagined Parking

Salary: $37k - $45k
Experience: 2+ yrs
Location: Houston, Texas, United States
Job type: Full-time

Required skills

CRM
MS Office
phone systems

About the role

Location: Texas Medical Center @ 77030
Shift: 11:30am to 8pm : Schedule Flexibility required
Pay Range: $18-$21
Days: Monday to Friday, must be flexible for weekends
Full Time
2 to 5 years of customer service experience required

Customer Service Representative processing transaction requests from Monthly Parking, Transient customers and employee parking registration. Agent 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 pro activeness 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
2-5 year Customer service experience in a high-volume, fast-paced environment (ex. office, administrative or medical office setting ), preferred
3 year data entry experience equaling 50 WPM
We’re searching for dependable individuals who are excited about a lasting career opportunity.
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
Ability to work in team setting
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 ( word, excel)
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

Comprehensive Medical, Dental, and Vision Plans.
Life and Disability Insurance
401K Plan with Generous Employer Match and Immediate Vesting
Generous Paid Time Off (PTO)

About Reimagined Parking

Provides technology-driven parking management and valet services across North America.

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