Temporary Customer Service Representative - Davisville Centre

Reimagined Parking•Toronto, ON

2d•Onsite

About The Position

This is a temporary, seasonal, full-time position for a Customer Service Representative at the Davisville Centre (1920 Yonge St). The role involves processing written transaction requests from various customers and stakeholders, providing consistent and professional customer service for monthly and daily parking requirements. The position requires strong decision-making skills, acting as a brand ambassador, fostering customer satisfaction, and utilizing technology for data integrity. The role also includes answering inbound emails, phone calls, and faxes, providing support for monthly parking customers, and maintaining accurate customer account information. The position is for internal SEIU Impark employees and has a specific application deadline.

Requirements

Must be at least 18 years of age
G12/Equivalent
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
Intermediate knowledge of computer software applications – MS office
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

Nice To Haves

1 year Customer service experience in a high-volume, fast-paced environment (ex. Retail, call center), preferred

Responsibilities

Process written transaction requests from Monthly Parking, Transient customers and stakeholders.
Provide consistent and professional customer service in assisting internal and external customers with monthly and daily parking requirements.
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 your knack for 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.
Act as point of contact for both internal and external monthly parking customers.
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 trouble shooting 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.
Assist with monthly Guest Passes.
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.