Customer Service Agent Parking Facility @ TMC

Reimagined Parking • Houston, TX

136d • $18 - $22

About The Position

The Customer Service Agent at the Texas Medical Center is responsible for processing transaction requests from Monthly Parking, Transient customers, and employee parking registration. The agent provides consistent and professional customer service in assisting internal and external customers with their parking requirements. This full-time position requires flexibility in scheduling, including weekends, and involves working from 11:30 am to 8 pm, Monday to Friday.

Requirements

• Must be at least 18 years of age.
• 3-5 years of customer service experience in a high-volume, fast-paced environment (e.g., office, administrative, or medical office setting) preferred.
• 3 years of data entry experience equaling 50 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 and oral communication skills.
• Strong analytical abilities and sound judgment in decision-making.
• Strong attention to detail and high degree of accuracy.
• Ability to multitask, prioritize, and organize within a structured environment.
• Flexibility and adaptability.
• Ability to work in a team setting.
• Motivated, take initiative, and possess a strong work ethic.
• Ability to respond to customer complaints and maintain professionalism at all times.
• Conflict resolution skills.
• Exceptional telephone etiquette.
• Intermediate knowledge of computer software applications – MS Office (Word, Excel).
• 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.

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.
• Act 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 technology and attention to detail to foster data integrity by gathering information, composing documents, and inputting data.
• Answer inbound emails, phone calls, and faxes within department and individual Service Level and Quality goals.
• 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.
• Utilize resources such as Online Help, Policy & Procedure manuals, and emails from Supervisors, Management, and the Training Department.
• Complete and maintain any required paperwork or record-keeping methods.
• Enter customer payment information for PAP or credit card when received by fax, e-mail, or letter as well as over the phone.
• Keep up to date with changes in workflow, policy, and product knowledge.
• Provide support and training to new CSR positions.
• Keep accurate records and updates all systems with required information.
• Assist other CSR’s with troubleshooting for clients.
• Process all work orders and meter out reporting and uploads the required documents to the share drive.
• Process hotel voids and enters into wireless system for revenue purposes.
• Prepare and cost out supply orders for all attendant locations and then upload the required information to the share drive.
• Prepare all Non-registered passes for Hotel Macdonald and places them into wireless system for revenue purposes.
• Assist with monthly Guest Passes for the Westin Hotel invoicing purposes.
• Maintain deliverable calendar to ensure all departments meet external deadlines.
• Monitor and maintain the Storefront email, sorting, responding, and processing all requests that enter through here.
• Issue, enter, and track Temporary paper passes as needed.
• Answer inbound calls and meet individual Service Level and Quality goals.
• Provide service for telephone-based customers for sign-ups and maintenance of monthly parking accounts.
• Provide user support/assistance to customers using the web-based interface.
• 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.
• Other duties as assigned.

Benefits

• Comprehensive Medical, Dental, and Vision Plans.
• Life and Disability Insurance.
• 401K Plan with Generous Employer Match and Immediate Vesting.
• Generous Paid Time Off (PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees