Guest Services Representative - Vancouver

Role Description:

The Guest Services Representative is a customer service expert focused on solving customer concerns and managing their monthly parking and notice disputes. The GSR is often the first and last point of contact for many customers.

Responsibilities:

• Manage department phone calls and e-mails, ensuring that customer service is a top priority and that we meet expectations regarding timelines and flexibility.
• Greet all in-person guests and customers. Direct and assist them as needed.
• Recognize, document, and alert the management team of trends in customer calls.
• Accurately input and maintain data in various databases and spreadsheets, ensuring the integrity and confidentiality of information.
• Process new monthly parking applications and provide alternative solutions if the lot is full.
• Stay informed on changes in lots and ensure that customers are updated in a timely manner when their parking may be affected.
• Understand the services Indigo offers and ensure that customers are well-informed.
• Resolve customer complaints and appeals regarding violation notices.
• Process parking notices, monthly parking invoices, and transient parking.
• Provide administrative support, basic filing, data entry, and other office duties.
• Other duties as assigned.

Job requirements:

• Minimum of 1 year of experience in a customer service, call center, or clerical position.
• Previous experience in the parking industry would be considered an asset.
• A certificate or Diploma in Business Administration is considered an asset.
• The position requires 100% of work hours to be performed at the office.

Skillsets:

• Professional communication and interpersonal skills.
• Empathetic and a customer-focused mindset.
• Ability to analyze, interpret, and negotiate with parking customers while offering appropriate resolutions.
• Manage and maintain confidential information.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to work efficiently in a team.
• Accurate and well organized, with the ability to prioritize effectively.
• Enthusiasm for ongoing learning, coaching, and training.
• Positive mindset and embraces changes in the workplace.
• Proficient in Microsoft Office (Outlook, Word, PowerPoint, Excel, Teams).
• Working knowledge of office equipment, including multi-line telephones, printers, and fax machines.
• Bilingualism (English and French)

Indigo Park Canada is the leading provider of parking, transportation, logistical and consulting services with over 1000 locations in Canada. Our Company’s activities cover the entire mobility and parking value chain: on-street parking facilities and related services; a comprehensive digital offering; parking enforcement and management of public spaces; soft mobility and last-mile logistics, optimizing the use of available space to serve the city and its citizens.

The composition of Indigo's workforce reflects a wide variety of ages, profiles, and roles. We maintain and promote this openness through a policy of equal opportunities and fight against all forms of discrimination in hiring and in work relationships. Applications from various groups are welcomed and encouraged. Every person has a right to equal treatment with respect to employment or discrimination, but it does not include any other person under the Human Rights Code. Accommodations are available on request in relation to the materials or processes process.

We thank all applicants for their interest in this position. However, due to the high volume of applicants, we will only be contacting candidates selected for an interview. #IPC2