Dispute Representative

Overview

Not all parking management companies are the same. Concord Parking is unique, and our approach is changing how leading organizations make the most of their parking assets. We’ve grown rapidly as a result of delivering technology and innovation not previously offered by traditional parking companies. Our focus is on providing clients with specialized parking management services that:

• Enhance the customer parking experience

• Utilize the best in industry technology

• Maximize revenue and return on parking assets

• Provide clients with highly skilled and motivated personnel

Concord Parking offers a great working environment and the most development opportunities of any parking enforcement company in the country. As a part of the Paladin Security Group, we have a coast-to-coast reputation as an Employer of Choice. We have been selected as a Best Place to Work by Glassdoor and are the only security firm ever recognized as one of Canada’s Best Managed Companies. We are committed to offering the best employment and career development opportunities in the industry because we want the very best and brightest people our industry has to offer.

Job Skills / Requirements

Concord Parking is looking for a full-time Dispute Representative

This customer-facing administrative hybrid position is responsible for responding to incoming violation dispute/appeal requests, helping clients solve problems and resolve disputes. The Dispute Resolution Representative investigates issues, studies all parties involved, gathers, and analyzes data, performs risk assessments, and develops strategies that will benefit all parties in a friendly, fair but firm manner.

Hours of Work: Full-time, 32 hours per week, 4 flexible weekdays(Monday to Friday) 8 AM - 4:30PM

Hybrid position

Responsibilities and Duties

• Utilizes excellent communication and customer service skills responding to dispute emails received from customers.
• Managing and resolving complex customer complaints and disputes
• Investigating customer complaints and disputes thoroughly to understand the root cause.
• Collaborating with relevant internal departments or staff to gather information and clarify details related to disputes.
• Facilitating negotiation and resolution discussions with customers.
• Developing and implementing solutions to resolve complaints and disputes.
• Documenting all actions taken during dispute resolution processes.
• Ensuring compliance with laws, regulations, and company policies during dispute resolution processes.
• Makes recommendations to operations regarding common/frequent disputes such as signage discrepancies at parking sites.
• Escalation of complicated appeals to a manager for further review
• Attend team meetings.
• Perform other duties as requested to assist with corporate and/or branch needs.

Qualifications

• Grade 12 education or equivalent
• Proficient with Microsoft Office, MS Word, Excel, Adobe, and platform-based data base applications.

Experience

• 3 years of outstanding customer service, call center or collections experience required with demonstrated skill in de-escalation and problem solving for customers.
• Clerical or data entry experience.
• Parking or other bylaw enforcement experience an asset.
• Some knowledge of the industry and general knowledge of parking operations.
• A combination of experience and education will be considered.

Other Attributes / Abilities

• Excellent communication and interpersonal ‘soft’ skills.
• Great problem-solving aptitude.
• Confidence in conflict resolution
• Attention to detail.
• Comfortable working in a fast-changing dynamic atmosphere with multi-functional and multi-departmental levels.
• Ability to make quick decisions with limited information and prioritize subsequent tasks quickly.
• Ability to be adaptable, flexible, and use common sense.
• Used to working and adhering to company procedures.

Additional Information / Benefits

We thank all applicants for their interest; however, only those applicants that are short listed will be contacted for an interview.

Benefits: Medical Insurance, Life Insurance, Dental Insurance, Paid Vacation, Paid Sick Days, Long Term Disability

This job reports to the Administrative Team Lead

This is a Full-Time position 1st Shift.

Relocation is not provided and travel is not required

Number of Openings for this position: 1