1508-customer Service Team Leader

**Job description**

**Who we're looking for**

We are seeking a reliable and customer-oriented individual to join our team as Customer Service Team Leader at Hamilton Health Sciences Volunteer Association on a full time basis (40-42.5 hours per week), Monday to Friday 8:00 am - 4:30 pm. You will play a crucial role in ensuring the smooth operation of the McMaster Children's Hospital parking lot as well as all HHS sites and providing exceptional customer service to our guests.

If you are interested in this role you are encouraged to apply

**What you'll do**
- Effectively operate the POS system with mínimal cash variances
- Be reliable to work your scheduled shifts
- Swiftly access operating systems to provide prompt and accurate information to inquiries
- Management and upkeep of parking wait lists (JHCC/MUMC/GEN) and Carpool records
- Collection and analysis of various reports from the automated access system software regarding access activity, payment activity, etc.
- Maintain all Facility logs, manuals and/ or binders, files and folders (e.g. inventory of coupons, value cards etc.)
- Accept and process monthly and transient (daily) payments
- Program and issue long term passes to patients/ visitors
- Complete all shift-end financial reports and prepare accurate bank deposits
- Responsible for secure inventory of parking vouchers, access cards, and transponders
- Process internal and external requests and payments for vouchers
- Assist with AR procedures
- Accepting invoice payments
- Refunds requisition where applicable
- collections (e.g. Promise to Pay notice)
- Generate reports from operating software and convert into various Excel spreadsheets
- Answer parking intercoms located at the exit, entrance, and pay station terminals as needed
- Navigate swiftly through computerized parking and video surveillance software
- View security cameras located within the parking facilities in order to ensure accurate information and assistance is provided
- Provide excellent customer service by welcoming 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
- Collaborate with other departments to resolve customer issues and improve the overall customer experience
- Lead a team of site employees, providing training, and coaching to ensure high-quality service
- Monitor team performance and set high level customer service standards to drive service improvements
- Provide support to front line staff when Parking Manager/ Assistant Parking Manager unavailable, including:

- Answering questions and providing guidance pertaining to any of the Operational Policies and Procedures in place
- Contact the Parking Manager for any labour related matters or challenging customer inquiries
- Ensure breaks of all front line staff are taken, with issues being brought forward to the Parking Manager, providing breaks for intercom operators as needed
- Ensuring work stations are clean and free of all debris and non-company items, and brings issues to the Parking Manager for follow-up

**What you bring**
- 2 years office environment experience
- Supervisory experience
- Cash handling
- Excellent computer software knowledge and working skills
- Excellent customer service skills
- Good communication and interpersonal skills
- Highly proficient in Microsoft Office
- Self-motivated and dependable
- Detail oriented, accurate, and consistent
- Ability to work effectively in a team environment as well as on own initiative, with mínimal supervision
- Ability to provide guidance and lead a team of up to 5 employees

**What we offer**
- Competitive wages.
- Opportunities for training and advancement.
- Great working environment.
- Free uniform apparel.
- Employee Assistance Program.
- Employees Discounts and Perks at restaurants, retail, tickets, gyms, etc. in the local area.

**Conditions of employment**
- Health Clearance from Employee Health through Hamilton Health Sciences (HHS)
- Having and maintaining work authorization that does not require sponsorship to work in Canada.

**About us**

The Hamilton Health Sciences Volunteer Association is a non-profit organization that supports patient care at Hamilton Health Sciences (HHS) through the operation of cafes, cafeterias, parking facilities, gift shops and retail services across the organization. To clarify, we are not Hamilton Health Sciences, but rather a separate organization that works within the hospitals to generate profits to donate back to HHS to enhance patient care.

The Hamilton Health Sciences Volunteer Association is committed to creating an inclusive, diverse, equitable and accessible environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or