Parking Svcs Agent-Union

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Profile Title:

Parking Svcs Agent-Union

Job Code:

12634

Business_Title

Parking Services Agent-Union

Profile Title:

12634 Parking Svcs Agent-Union

Grade / Band:

Union - Hourly

FLSA Status:

Non-Exempt

Handles high volume of calls with the highest degree of courtesy and professionalism to resolve customer issues which include customer questions, complaints, and inquiries. All calls must be logged in our call log database and all call log activity will be reviewed on a daily basis. Offers alternative solutions where appropriate with the objective of retaining customer's satisfaction. Communicates with customers using web-based tools and demonstrates the associated proficiency in typing and grammar. Makes financial decisions to protect/collect revenues and adjusts customer accounts.

Provide excellent customer service via telephone to guests who need parking/garage related assistance.

Accurate record keeping of all logs & notes for call resolution.

Actively monitor all parking related equipment and troubleshoot as needed. If remote troubleshooting doesn’t resolve issue then initiate service with Service Provider.

Communicate with onsite parking personnel (Ambassador &/Or management team) to help resolve any parking equipment issues.

Provide exceptional service to all guest.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

High School Diploma or GED

or equivalent

Required

1+ Years of Prior Relevant Experience

Customer service, call center,

accounting or relevant field.

Required

Previous experience working in a call center dynamic.

Preferred

Working knowledge of parking systems and operations.

Ability to establish guidelines for proper staffing to maximize efficiency and minimize labor costs.

Broad management and leadership knowledge of parking operations.

Ability to utilize guest service satisfaction performance metrics to generate action plans to address service opportunities.

Excellent customer service skills.

Excellent organizational skills; be able to function under time constraints and deadlines with attention to detail.

Effective listening abilities and be able to make strong judgment call.

Intermediate to advanced knowledge of Microsoft PowerPoint, Outlook, Word and Excel.

Ability to effectively communicate in English, in both oral and written forms.

Use of technology.

Proficient spelling and grammar.

Advanced problem solving, multitasking and organization.

Superior phone etiquette.

Balancing

X

Bending

X

Carrying __pounds

X

Clear speech - simple

X

Clear speech - complex

X

Climbing

X

Crawling

X

Crouching

X

Distant vision

X

Driving - auto/van

X

Driving - limousine

X

Flexibility - upper body

X

Flexibility - lower body

X

Hearing/Listening

X

Kneeling

X

Lifting __pounds

X

Near vision

X

Normal vision

X

Pushing/Pulling

X

Reaching

X

Sitting

X

Standing - 5 hours minimum

X

Stooping

X

Typing __w.p.m.

X

Walking

X

Communication - verbal

X

Communication - written

X

Confined area

X

Contacts - works alone

X

Contacts - works around others

X

Contacts - works with others

X

Exposure to dust / dirt

X

Exposure to fumes / odors

X

Extreme cold

X

Extreme heat

X

Fast pace

X

Hazardous conditions - Chemicals

X

Hazardous conditions - high structures

X

Hazardous conditions - high voltage

X

Indoors

X

Noise levels - low to moderate

X

Noise levels - high

X

Office conditions

X

Outdoors

X

Restricted area

X

Shifts

X

Smoke

X

__% Travel

X

Wet/Humid

Analytical

X

Clerical

X

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

X

Fatigue

X

High pressure

X

Judgment

X

Long hours

X

Math skills - advance

X

Math skills - basic

X

Memorization

X

Organization

X

Perception

X

Reading - simple

X

Reading - complex

X

Repetition

X

Safety hazards

X

Tight deadlines

X

Writing - simple

X

Writing - complex

X