Guest Services Manager

Indigo Park is looking for an analytical problem solver with strong organizational and professional customer service skills who communicates effectively for our Calgary office. As a detailed oriented and accuracy-driven Guest Services Manager, you will oversee the Administrative Departments in both Calgary and Edmonton. You will be managing the department’s day-to-day operations, coordinating administrative duties, coaching and mentoring the team and overseeing the ins and outs of managing the office.

**Duties and Responsibilities**

Managerial Tasks:

- Managing day-to-day operations including assigning tasks, coordinating staff, and ensuring that the office runs efficiently and to company standards
- Supporting and coaching employees through problem resolution and decision-making processes when dealing with guests and clients
- Developing and maintaining employee performance by establishing corporate and individual goals, succession planning, and issuing disciplines when required
- Distributing workloads fairly and cross-training employees
- Hiring and training of new employees
- Monitoring and controlling expenses and budgets for department
- Assisting team at all levels, including in taking calls and performing of tasks within the Guest Services Department
- Other duties as assigned

Guest Services Tasks:

- Managing inbound and outbound calls in a timely manner
- Resolving customer complaints and appeals regarding violation notices
- Assisting with company inquires for walk in customers
- Maintaining accurate and updated file notes for ongoing history and referencing
- Accepting payment by POS for parking notices, monthly parking invoices and transient parking
- Providing administrative support, basic filing, data entry, and other clerical duties

Office Manager Tasks:

- Point person for maintenance, mailing, shipping, supplies, equipment, bills and errands
- Partner with HR to maintain office policies as necessary
- Organize office operations and procedures
- Coordinate with IT department on all office equipment
- Manage relationships with vendors, service providers, and landlord
- Responsible for developing and implementing office policies by setting up procedures and standards to guide the operation of the office
- Participate actively in the planning and execution of company even
- Assign and monitor clerical, administrative, and secretarial responsibilities and tasks among office staff

**Qualifications**
- 2-5 years of experience in a managerial role
- Minimum of 3 years of experience in a customer service position or call center position
- Minimum of 3 year of experience working in an office environment
- Strong customer service, people, and communication skills, with ability to resolve conflicts
- Ability to maintain company and customer confidentiality
- Ability to analyze, interpret, and negotiate with parking customers while offering appropriate resolutions
- Ability to interpret and implement company policies and procedures
- Proficiency in Microsoft Office, including Word and Outlook
- Ability to prioritize and multi-task in a fast-paced environment
- Ability to meet deadlines
- Excellent communication skills, both written and verbal

**What Will Set You Apart?**
- Previous parking industry experience
- Accounting and billing experience an asset
- Open to change and willing to learn new skills in a constantly growing environment
- Positive attitude and demeanor

Indigo Park is an industry leader and the most respected brand in parking and individual mobility, providing cutting-edge technology and innovation every step of the way. Our success comes from providing tailor-made, innovative solutions, first class customer service experience, continual evolution and an advanced vision of parking facilities. Active in 10 countries and with more than 2,000 employees in Canada, we are present in airports, hospitals, hotels, clinics, school boards and more Indigo believes that its strength lies primarily with its employees and is committed to sharing its success and promoting team spirit with them.
- The composition of Indigo's workforce reflects a wide variety of ages, profiles and roles. We maintain and promote this openness through a policy of equal opportunities and fight against all forms of discrimination in hiring and in work relationships. Applications from various groups are welcomed and encouraged. Every person has a right to equal treatment with respect to employment or discrimination, but it does not include any other person under the Human Rights Code. Accommodations are available on request in the relationship to the materials or processes process._

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Day shift
- Monday to Friday

**Experience**:

- Customer service: 3 years (required)
- Management: 2 years (required)

Work Location: One location