Customer Service Representative - University of Houston

Reimagined Parking • Houston, TX

1d • Onsite

About The Position

The University of Houston is seeking a Customer Service Representative to process written transaction requests from Monthly Parking, Transient customers, and stakeholders. This role provides consistent and professional customer service in assisting internal and external customers with monthly and daily parking requirements. The position involves handling inbound emails, phone calls, and faxes, acting as a point of contact for monthly parking customers, and providing comprehensive service and support for potential, existing, and stakeholders. Responsibilities include branch, lot, and account maintenance support, responding to customer inquiries, retaining Monthly Parking customers, and ensuring accurate customer account information updates. The role requires utilizing resources like Online Help, Policy & Procedure manuals, and emails from supervisors, management, and the Training Department, as well as completing and maintaining required paperwork and record-keeping methods. Additionally, the representative will enter customer payment information, stay updated on workflow, policy, and product knowledge changes, provide support and training to new CSRs, keep accurate records, assist other CSRs with troubleshooting, process work orders and meter out reporting, process hotel voids, prepare and cost out supply orders, prepare non-registered passes for hotels, assist with monthly Guest Passes for invoicing, maintain a deliverable calendar, monitor and maintain the Storefront email, issue and track Temporary paper passes, and provide user support for the web-based interface. The role also includes completing after-call work, accurately entering customer information, and assisting daily parkers with meter issues and information requests. Other duties as assigned.

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

• 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
• Answer inbound emails, phone calls, and faxes within department and individual Service Level and Quality goals. Acts 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.
• 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.
• Process hotel voids and enters into wireless system for revenue purposes.
• Prepares and costs out supply orders for all attendant locations and then uploads the required information to the share drive.
• Prepares 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.
• Maintains 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. Acts as first point of contact for both internal and external monthly parking customers
• 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

• Generous Paid Time Off: Enjoy 10 days of paid time off, plus 8 paid holidays, so you can rest and recharge.
• Comprehensive Health Plans: Access top-notch Medical, Dental, and Vision coverage for you and your family.
• Life and Disability Insurance: Company paid basic life and Short-Term Disability to secure your future with essential protection for you and additional options for your loved ones.
• 401(k) Plan: Benefit from a generous employer match with immediate vesting to help you save for retirement.
• Employee Assistance Program: Access behavioral Health Care to assist with personal needs for you and your family members.
• Parental and Caregiver Leave: Enjoy time off to support your growing family or care for loved ones.
• Sick Time Off: Prioritize your health and well-being with paid sick leave based on state laws and regulations.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED