Customer Service Agent

Description

At Reimagined Parking, we believe great people drive great results. That’s why we prioritize our teams, champion a positive culture, and relentlessly pursue excellence. We are looking for an individual with amazing customer service skills and detail oriented to help our customers with their parking needs.

The Customer Success Agent serves as the first point of contact for customers, delivering exceptional service and support in a fast-paced environment. This role ensures customer satisfaction by resolving inquiries, maintaining accurate records, and acting as a brand ambassador while adhering to company policies and service standards.

Key Responsibilities

• Develop strong decision-making skills to manage back-to-back calls with accuracy, speed, and professionalism.
• Act as a courteous company representative while processing transactions, enforcing regulations, and communicating policies.
• Build rapport with customers to foster satisfaction and loyalty, address inquiries and complaints with empathy and clarity.
• Meet performance standards through call monitoring, recording, and quality assessments.
• Maintain high communication standards, including voice quality, grammar, tone, and proactive engagement.
• Ensure data integrity by gathering information, composing documents, and accurately inputting data.
• Respond to inbound emails, phone calls, and faxes within established Service Level Agreements (SLAs).
• Provide comprehensive support for parking customers, including account maintenance and branch/lot assistance.
• Update customer account information accurately and document all interactions.
• Utilize internal resources such as policy manuals and supervisor guidance to resolve issues.
• Complete required paperwork and maintain accurate records.
• Stay informed on workflow changes, policies, and product updates.
• Support and train new Customer Service Representatives as needed.
• Assist colleagues with troubleshooting client issues.
• Occasionally assist mobility-challenged customers by operating a golf cart.
• Visit locations to complete audits
• Assist Operations with lot improvement tasks
• Ability to drive to each location and create adjustments/plans to increase revenues
• Perform other duties as assigned.

Skills, Knowledge and Expertise

• High school diploma or equivalent; associate degree preferred.
• Strong communication skills (verbal and written).
• Ability to multitask and thrive in a fast-paced environment.
• Proficiency with technology and data entry systems.
• Exceptional attention to detail and problem-solving skills.
• Ability to work flexible schedules, including weekends or holidays if required.

REQUIREMENTS:

• 1+ years of customer service or call center experience.
• Valid driver’s license
• Ability to work flexible schedules, including weekends or holidays if required.
• Must successfully pass a background check, in accordance with company policy and applicable laws
• Must be authorized to work in the Canada and able to provide documentation verifying eligibility, as required by law

PHYSICAL DEMANDS:

• Ability to sit for extended periods while handling calls and data entry.
• Frequent use of hands for typing and handling documents.
• Ability to lift up to 20 lbs occasionally (e.g., moving office supplies or assisting customers).
• Ability to operate a company vehicle safely when requested.

WORKING CONDITIONS:

• Office setting with frequent use of computers, phones, and other office equipment.
• Fast-paced environment with high call volume and strict service level goals.
• Occasional exposure to outdoor conditions when assisting mobility-challenged customers.

WORKING CONDITIONS:

• Fast-paced, high-volume contact center environment
• Performance-driven with call monitoring and quality assurance standards

OTHER DUTIES:

Please note this job description is not designed to cover or contain an all‐inclusive list of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice

Benefits

(Full Time or Part Time)

• Comprehensive Health Plans: Access top-notch Medical, Dental, and Vision coverage for you and your family.
• Life and AD&D: Basic Life and Accidental Death Insurance to secure your future with essential protection for you and additional options for your loved ones.
• Short-Term Disability (STD): Income protection when you need time to recover.
• Long-Term Disability (LTD): Available based on employee group, offering extended support when life takes a turn.
• Employee Assistance Program (EAP): Confidential support for mental health, financial, legal advice, and more for everyone in your home
• Registered Retirement Savings Plan (RRSP): Build your future with employer-supported retirement savings (based on employee group).
• Paid Vacation: Enjoy well-deserved time off to relax, travel, or spend time with family.

United States - California applicants only:

The Company will consider qualified applicants with arrest or conviction records for employment in accordance with the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers and the City of Los Angeles Fair Chance Initiative for Hiring, and other local ordinance, as applicable. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if the Company is concerned about a conviction or convictions that is/are directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction(s), provide mitigating evidence, or challenge the accuracy of the background report. A criminal history may have a direct, adverse and negative relationship upon certain job duties of this employment position, and such criminal history may result in the withdrawal of a conditional offer of employment.

Find out more about the Los Angeles County Fair Chance Ordinance at https://opportunity.lacounty.gov/wp-content/uploads/2024/03/FCO-FAQ-Final-Updated-with-Recommendations.pdf. Find out more about the California Fair Chance Act by visiting the Civil Right’s Department Fair Chance Act webpage: https://calcivilrights.ca.gov/fair-chance-act/.

The Reimagined Parking family of nationally recognized operating companies–Impark, Lanier Parking, Republic Parking, AmeriPark, and Park One—is a leading people-driven, tech-powered parking solutions provider. Our workforce of 6,500 manages 2,500 high-density parking facilities across 275 North American cities, generating 34 million digital transactions annually.

Reimagined Parking is an equal opportunity employer. Reimagined Parking does not discriminate on the basis of race, ancestry, religion or creed, color, sex, national or ethnic origin, gender identity, gender expression, sexual orientation, age, marital status, family status, veteran status, disability status, or any other protected ground of discrimination/class status protected by state/provincial or federal law, as applicable. Reimagined Parking complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.