Temporary Event Customer Service Representative

**Description**:
**Location**:Lot 229 - 40 Bay St. (Scotiabank Arena)
**Start Date**:Jun 9, 2025
**End date**:Jun 27, 2025
**Shift**: Events days only / hours vary, 4-6 hour shifts

**Deadline**:Monday, May 19th, 2025, at 5:00pm

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
- 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.
- 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 telephone-based customers for sign-ups.
- 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
- Parking stall count, ensuring parking vacancy available
Change or put out/away signage from the street as required
- 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
- 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

**This is an internal position for all UFCW Impark employees.**

**About Reimagined Parking**:
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