Guest and Customer Relations Lead - Remote

Parking Management Company•Nashville, TN

12d•Remote

About The Position

The Commercial Operations Specialist provides essential operational, administrative, and analytical support to PMC’s Commercial Parking Managers. In addition to supporting daily site functions, this role plays a key role in financial reporting and data management to help drive business decisions and improve operational performance. By managing routine tasks, coordinating communications, and supporting data and process improvement initiatives, the position enables managers to focus on strategic priorities such as business growth, client relationships, and strengthening the PMC Commercial brand. Primary Objective To support Commercial Parking Managers by ensuring daily operational continuity, enhancing data visibility, and assisting with financial processes. This role streamlines task execution, improves reporting accuracy, and contributes to strategic planning by maintaining data integrity and providing insights from operational and financial data. The ideal candidate is detail-oriented, adaptable, and capable of balancing administrative support with financial and analytical tasks in a fast-paced environment.

Requirements

Preferred education of an associate degree or higher in Business Administration, Operations Management, Hospitality Management, or a related field. A minimum requirement of a high school diploma or GED combined with substantial and relevant professional experience will also be considered.
At least five (5) years of experience in a customer service, hospitality, or operations-related role is preferred.
A valid driver’s license and reliable transportation are required for this role, along with maintaining an acceptable motor vehicle record with no more than three moving violations within a three-year period.
Candidates must also pass and maintain a clean background check.

Nice To Haves

Prior exposure to parking, facilities, property management, or service-based industries is a plus.

Responsibilities

Guest Communication and Issue Resolution: Maintain a high standard of customer service by responding to all inquiries—phone, email, or in-person—within 48 hours. Take full ownership of guest concerns, complaints, and citation disputes, ensuring they are addressed promptly, professionally, and in accordance with company policy. Follow up to ensure complete guest satisfaction.
Project Management: Support the VP of Commercial Parking by executing special projects with accuracy, timeliness, and professionalism. Projects may range from operational rollouts to financial data tracking or vendor coordination.
Technology Support and Systems Management: Provide ongoing training and support for operational technology platforms used within the commercial division. Partner with IT to refine tools based on field feedback. Maintain accurate records in the Commercial Parking database, including active locations, space counts, deal terms, and technology deployment.
New Site Openings: Provide detailed operational support for all new commercial site launches, including: Coordinating signage layout and procurement Setting up rate codes and location data in accounting systems Auditing hours and verifying accuracy Submitting payment details for property owners Managing and maintaining the site opening workflow to ensure timely execution
Financial and Data Analysis Support: Assist in compiling, verifying, and consolidating monthly financial data to support closeout processes and performance reviews. Generate and maintain dashboards, trackers, and reports to identify trends, gaps, and improvement opportunities. Support the VP of Commercial Parking and accounting team with data-driven decision-making, forecasting, and budget planning. Prepare and summarize financial and operational data for leadership presentations, audits, and strategic planning sessions.
Month-End Close Support: Partner with the accounting department to support timely and accurate month-end closeouts, reconciling relevant data and ensuring compliance with financial timelines.
Financial Reporting: Consolidate monthly financial results as directed by the VP of Commercial Parking to assist in financial reviews, variance analysis, and the identification of operational improvement opportunities.
Standard Operating Procedures (SOP’s): Draft preliminary SOPs as requested by the VP of Commercial Parking to support operational consistency and process improvement initiatives.
Cross-Functional Collaboration: Work closely with corporate departments including IT, HR, Accounting, and Marketing as needed to fulfill operational goals and project requirements.
Strategic Insights: Contribute ideas, feedback, and insights to special projects or initiatives, helping to inform strategic decisions for the commercial parking division.
Adaptability and Flexibility: The candidate needs to be adaptable to changing environments and flexible in managing various demands, especially in a role that involves frequent travel and the capacity to handle unexpected challenges in project management and revenue operations.