Customer Service Representative

LAZ Parking • Jersey City, NJ

5d • Onsite

About The Position

The customer service team is the direct link between our customers, our client, and our business. Our Customer Service Representatives are essential to our success because they retain and extract more value from customers and deliver top-notch service that cultivates loyalty and promotes referral business. This role is directly responsible for engaging with Metro North Railroad (MNR) customers to provide information in response to inquiries and notices about permit and metered parking across all MTA Stations. Primary duties include interacting with customers daily via phone and email to communicate helpful solutions to questions, respond to customer issues, and resolve complaints in a timely manner. The CSR is also responsible for maintaining expert knowledge about the parking, maintenance, and enforcement operations across MNR Stations to best serve and assist customers. Excellent communication abilities and data entry skills are essential. This position reports to the CSR Lead.

Requirements

• Strong customer service experience.
• Working knowledge of Word, Excel, and general MS Office applications.
• Able to communicate professionally and effectively.
• Excellent phone interpersonal and organizational skills.
• Ability to speak, read and comprehend English language.
• Demonstrate a sense of urgency and timeliness.
• Demonstrate the ability to seek improvement.
• Able to work without supervision.
• Caring attitude, friendly demeanor, helpful positive outlook.
• Proficient in basic computer skills in the parking revenue control system
• Good under pressure.
• Open to feedback, differing opinions and other points of view.
• A team player and can help motivate your team.

Nice To Haves

• Parking industry experience is preferred but not required.
• Bi-lingual abilities, including Spanish are preferred but not required.

Responsibilities

• Greet customer by name, be responsive and timely with correspondence and problem resolution, and display a caring attitude, develop a rapport with the customer base.
• Be professional, courteous, and tactful to customers always.
• Greet, engage, and thank customers 100% of the time.
• Provide introductory information to new customers.
• Ensure that customers are satisfied with our parking products and services.
• Alert customers to additional products or services that may be available.
• Strive to communicate helpful solutions and provide exceptional service to customers.
• Determine the quickest, most effective way to answer or respond to customer questions.
• Maintain expert knowledge about the parking and enforcement operation and communicate accurate information about applicable policies, rules, and regulations.
• Respond to customer phone calls, voice messages and emails promptly.
• Guide customers through the permit application, extension, and cancellation process.
• Adhere to established policies and standardized responses when addressing routine inquiries.
• Help customers navigate rrparking.com and proper use of Company and third-party apps and payment systems.
• Diffuse and de-escalate potential conflicts or other difficult customer-service related challenges.
• Escalate queries and concerns that you are unable to address.
• Log customer contact information and enter data into the call log/tracking system.
• Maintain and update all customer accounts and databases.
• Collaborate with other customer service/call center team members to find appropriate solutions and improve customer service.
• Support LAZ/MNR field operations as required.
• Review established KPI’s to improve performance and drive results.
• Perform other related duties as assigned.
• Utilizing guest feedback, recommend process improvements and system enhancements to Management that improve the guest experience.
• Consistently live up to the LAZ Mission, Values and Practices.

Benefits

• Sign-On Bonus: up to $350
• Referral Bonus: $350 for EACH person you refer
• Flexible Schedule
• Growth Opportunities
• Pay Active – On-demand access to earned wages, get up to 50% of your earned wages immediately
• Paid training
• Free company uniform
• Health Coaching & Resources- One-on-one health coaching is available to all employees whether you choose to enroll in LAZ Benefits or not.
• Employee Assistance Program (EAP) you and eligible members of your household have 24/7 access to confidential counseling.
• Smoking Cessation Program
• 401(k) with Employer Match
• Medical, dental, vision – 3 plan options!

What This Job Offers

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