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Customer Service Representative, Impark at TD Centre

4 months ago

Toronto, Ontario, Canada Reimagined Parking Full time
Location: Lot Wellington St W (TD Centre)
Start Date: June 4, 2024
End date: June 12, 2024
Shift: Tuesday - Wednesday / 11:00pm-7:00am**Changes may be made to this schedule are subject to operational requirements.Deadline: Wednesday, May 29th, 2024, at 5:00pm
This is an internal position for all SEIU Impark employees.

Who You'll Work For?
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.

What You'll Do
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.
  • Assist with monthly Guest Passes
  • 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