Customer Support Representative

IPS Group Inc.•Tustin, CA

8d•$26 - $28•Onsite

About The Position

This position typically performs work in a corporate location and reports to the Operations Coordinator of Enforcement Solutions. The Customer Service Representative provides client services support to clients, public participants and internal team members by assisting with communications, accounting activities, banking and funding activities, vendor management, applications testing and support, client start-up tasks and other duties as designated by the Operations Coordinator.

Requirements

A strong customer service orientation is essential
Demonstrated ability to adapt to the changing demands of business is a must
A strong understanding of the California Vehicle Code as it pertains to parking enforcement
Strong written and verbal communication skills are required. Understanding of differences in company product lines on multiple platforms as they relate to services provided to clients and participants, how daily work functions impact product lines and platforms is required
Must possess an in-depth understanding of the municipal parking enforcement industry and the marketplace
Strong critical thinking skills for complex issues and understanding of interdepartmental impacts to solutions are required
Understanding of parking product and the ability to process all parking related catalog activity
Minimum 3+ years in parking citation processing, enforcement and/or management
Understanding of parking enforcement technology as it pertains to mobile enforcement device, License Plate Recognition (LPR) technology and residential permit program management
High school diploma required

Nice To Haves

Two to three years’ experience with specific experience in or exposure in parking citation processing and management, operations, vendor management, or procurement is highly desired.
Experience with e-commerce, internet merchant account and transaction management highly desired
Post-high school education is preferred but may be supplemented with industry specific experience and on-the-job training
Customer service training or comparable training or coursework preferred
Knowledge of the parking enforcement and citation industry, common business practices, California Vehicle Code, California state surcharge legislation, finance and accounting is preferred
Bilingual preferred (Spanish)

Responsibilities

Client phone, chat and email support for the primary EMS applications and Permitting
Public phone, chat and email support for the primary EMS applications and Permitting
Provide additional training for clients
Assist with tasks delegated by the Operations Coordinator
Processing of orders for vendors and agencies
Respond to bids, bid content gathering and bid production
Generation of quotes for services and products
Other duties as assigned by the Director of Enforcement Solutions
Management client violation schedules, officers lists and applicable EMS data
Coordinate client business rules as it affects EMS, Permits and MES
Assist with ad-hoc client training