Customer Service Team Leader

Customer Service Team Lead

Juravinski Hospital - Parking Office
- Full Time - Monday-Friday 8am-4pm

The Hamilton Health Sciences Volunteer Association (HHSVA) is hiring We are looking for customer focused individuals who are interested in joining our diverse and engaged team.

The HHSVA is a not-for-profit registered charity that donates all proceeds to enhance patient care and quality of life for the Hamilton Health Sciences (HHS) community through the operation of retail and parking facilities within the HHS family of hospitals. Our vision is to provide the best support for patient care. With your help we can do even more to support our vision

Providing great experiences for our staff and customers is at the heart of everything we do. Our employees know they can bring their authentic self to the workplace to create genuine connections with customers and their team mates. No experience? No problem We have a thorough orientation training program to support you in the transition to our workplace. Little availability? No problem We have a variety of shifts that can accommodate most schedules and can work around many of life’s challenges. We know you have a life outside of work and we want you to live it We champion an inclusive, fun and safe work environment. If this is the type of workplace you thrive in, we want to meet you

What can we offer you for as part of the HHSVA team? Competitive wage rates; paid time off work and paid breaks; benefits for staff that work over 20 hours a week; free uniform apparel; employee discount; increases to vacation time based on tenure; extensive rewards and recognition programs; employee and family assistance plan to support all facets of life for you and your family; opportunities for advancement; training and education and so much more In addition, our employees enjoy a workplace where diversity is welcomed and the contributions of each team member is valued.

Since we operate inside a healthcare facility, health clearance is required before joining our team. Part of that health clearance process is providing proof of full vaccination against COVID-19 or providing a documented exemption to be approved by Hamilton Health Sciences.

**Responsibilities**:

- Provide excellence in customer service by welcoming our customers in a warm and friendly manner; courteously assist and direct customers.
- Efficiently and effectively assist transient and monthly customers in the selection of parking options. Inform customers of the facility's hours of operation, parking rates, stall availability and other related issues.
- Ensure breaks of all front line staff (Customer Service Coordinators and Intercom Operators)are taken, with issues being brought forward to the Parking Manager
- Ensure work stations are clean and free of all debris, non company posters, pictures and/or other non-company items and brings issues to the Parking Site Manager for follow-up.
- Effectively operate the POS system with mínimal cash variances
- Be reliable to work your scheduled shifts
- Data entry, permit administration and management of King West campus parking
- Management and upkeep of parking wait lists ( MUMC and King West)
- Research the access and account systems to provide information to inquiries.
- Have a thorough knowledge of the facility/campus; client/facility parking policies; automated access software.
- Have a thorough knowledge of the company procedures regarding payment of monthly parking.
- Maintain all Facility logs, manuals and/or binders, files and folders (e.g. inventory of coupons, value cards etc.)
- Run data reports from the automated system access software regarding access activity, payment activity.
- Accept monthly and transient (daily) payments and process payments.
- Sell weekly/long term passes to patients/visitors to patients
- Balance your cash tray before and after each shift
- Generate daily, monthly, hourly vouchers using the automated parking system.
- Complete all shift-end daily financial reports and prepare bank deposits.
- Attend to equipment emergencies (ticket jammed; broken gate etc.)
- Process internal and external requests and payments for vouchers.
- Retrieve, process daily mail - incoming and outgoing.
- Assist with AR procedures
- Accepting invoice payments
- Generate reports from the automated parking software
- Reconcile, analyze reports
- Generate spreadsheets using spreadsheet software
- Provides additional support to staff when Parking Manager is unavailable including:

- Answering questions and providing guidance pertaining to any of the Operational Policies and Procedures in place
- Contacts the Parking Manager for any labour related matters or challenging customer inquiries
- Perform other specific duties as directed by the Parking Manager or Director of Operations Manager

***Skills and Qualifications**
- Grade 12 or equivalent and a minimum 2 years experience in an office environment
- Excellent customer service skills
- Good communicat