Customer Service Specialist

Classet•Vancouver, BC

1d•Onsite

About The Position

Concord Parking is seeking a polished, professional, and customer-focused Customer Service Specialist (Podium Captain) to join the Oakridge Park Valet team in Vancouver. This position serves as the primary point of contact between guests, valet drivers, and supervisors while managing the valet podium and ensuring a seamless guest experience. Located at one of Vancouver’s premier luxury shopping and residential destinations, this role is ideal for individuals who thrive in fast-paced, high-end hospitality environments and enjoy delivering exceptional customer service. As the Podium Captain, you will oversee valet check-ins and check-outs, manage guest communications, maintain system accuracy, and support daily valet operations while maintaining a calm and professional presence at all times.

Requirements

Minimum 3 years of full-time customer service or hospitality experience
Class 5 Driver’s License held for at least 2 years
Clean 5-year driver’s abstract with no more than 1 minor infraction in the last 3 years
Ability to drive manual transmission vehicles
Strong communication skills in English (written and verbal)
Proficiency with Microsoft Office 365
Comfortable using technology and learning new software systems
Ability to pass a Criminal Record Check
Over 18 years of age
Ability to walk 10–15 km daily and stand for extended periods
Ability to work effectively in a fast-paced and high-pressure environment
Strong customer service and conflict resolution skills

Nice To Haves

Previous valet experience
High-end hospitality experience
Mandarin language proficiency
Additional education in hospitality, business, or management
Leadership or supervisory experience
Strong de-escalation skills

Responsibilities

Deliver a polished, welcoming, and professional guest experience
Manage valet check-in and check-out procedures efficiently
Operate the valet management and POS systems accurately in real time
Enter and verify vehicle, reservation, and guest information
Maintain strict key control and organize vehicle keys securely
Coordinate with valet drivers regarding vehicle staging and retrievals
Communicate expected wait times and valet procedures clearly to guests
Assist guests with kiosks, luggage, passengers, and wayfinding inquiries
Monitor traffic flow and proactively request operational support when needed
Respond professionally to guest concerns or complaints and escalate when appropriate
Maintain accurate records of transactions, arrivals, and departures
Ensure kiosks, podiums, and equipment remain clean and operational
Follow manual operating procedures during outages or technical failures
Retrieve and move customer vehicles when required
Monitor and report maintenance or building concerns
Maintain professional appearance, uniform standards, and PPE compliance
Attend meetings and training sessions as required
Support additional operational duties during busy periods