Part-Time Customer Service Representative

Allentown Parking Authority•Allentown, PA

4d•Onsite

About The Position

The Allentown Parking Authority is seeking a dedicated and empathetic Part-Time Customer Service Representative to join their team. The mission of the Allentown Parking Authority is to operate, monitor, and maintain convenient and accessible parking facilities and on-street parking opportunities within the City of Allentown. This role involves performing a variety of duties to provide understanding and compassionate service to customers, with a strong emphasis on community engagement, fairness, and customer service excellence. The Customer Service Representative reports directly to the Manager/Supervisor of Customer Service.

Requirements

High School diploma or GED
Must possess and maintain a valid PA driver’s license
Must be able to sit and/or stand for long periods of time
Excellent Communication Skills: Strong verbal and written communication skills, with the ability to interact effectively with a diverse customer base.
Customer-Centric Attitude: A genuine desire to help others, with a focus on providing solutions that enhance customer satisfaction.
Problem-Solving Abilities: Ability to think quickly and make decisions under pressure.
Attention to Detail: Strong organizational skills with a keen eye for detail, especially when handling transactions and customer records.
Technological Proficienty: Comfortable using customer service software, payment processing systems, and basic office applications such as Microsoft Suite (Word, Excel, Teams, Outlook, & PowerPoint).
Ability to remain calm in stressful situations.

Nice To Haves

Prior experience in customer service, community relations, or law enforcement is preferred.

Responsibilities

Act as an ambassador for the Parking Authority by providing courteous and helpful interactions with residents, visitors, and business owners.
Educate the public on parking regulations, helping them to understand the reasons behind the rules and the benefits to the community.
Respond to public inquiries and concerns with professionalism and empathy, offering guidance and solutions where possible.
Engage with customers in a friendly and professional manner, assisting with parking inquiries, payment processing, and issue resolution.
Answer phones, work at the front window receiving and recording payments, selling permits.
Respond to customer questions and concerns via phone, email, and in-person, ensuring all interactions are handled with empathy and efficiency.
Accurately handle cash, credit, and electronic payments for parking fees, permits, fines, while maintaining confidentiality and security.
Guide customers through the permit application process, ensuring all documentation is complete and accurate.
Collaborate with other departments to ensure smooth parking operations and address any issues that arise.
Keep records of customer interactions, transactions, and feedback, using them to improve service quality.
Input police tickets.
Maintain accurate records of citations, warnings, and interactions with the public.
Work closely with team members to ensure a supportive and collaborative atmosphere.
Handle disputes and challenging situations with tact and diplomacy, aiming to de-escalate tensions.
All other duties as assigned.