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Canada - Customer Service Representative

3 months ago

Calgary, Alberta, Canada Imperial Parking Full time

Description:

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 decisionmaking skills necessary to thrive in a fastpaced environment with backtoback calls while maintaining poise, accuracy, and speed
  • Acting as a fastmoving, 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 performancebased 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
  • 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.
  • Complete and maintain any required paperwork or record keeping methods
  • 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 Nonregistered passes for the location and places them into wireless system for revenue purposes.
  • Assist with monthly Guest Passes for the location invoicing purposes.
  • Maintains deliverable calendar to ensure all departments meet external deadlines.
  • 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 telephonebased customers for signups and maintenance of monthly parking accounts.
  • Provide user support/assistance to customers using the webbased interface.
  • Complete all aftercall work required to finalize a new customer signup or modify an account.
  • Receive and accurately data enter customer information, credit card and preapproved payment signup 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 highvolume, fastpaced 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 decisionmaking
  • 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
  • Ability to successfully and consistently achieve individual and departmental service level goals
  • Positive, teamoriented attitude and ability to balance independent workload with broader team goals

Benefits:

(Full-Time Employee Only)
Medical/Vision

Dental

Life Insurance

AD&D

STD
LTD - _offered based on employee group_

RRSP - _offered based on employee group_

EAP - _offe