Bilingual Customer Service Representative

Precise ParkLink Inc.; Toronto; On-site; CAD 29,000 - 33,000; Full time

Benefits offered by this job

Extended health care

Dental care

Vision care

Job summary

Precise Parklink Inc. is seeking a Bilingual Customer Service Representative / Monitoring Agent to support parking operations in a dynamic 24/7 environment from our head office in Toronto.

This role requires excellent communication in English and French and the ability to work in a fast-paced team. You will handle inbound calls, resolve invoice disputes, supervise monitoring activities, and assist customers at pay stations and access controls.

Qualifications

• Bilingual fluency in English and French is required.
• Minimum 2 years of customer service experience in a technical/support environment preferred.
• Strong attention to detail and ability to multitask in a fast-paced setting.

Responsibilities

• Handle inbound calls and log them into support systems.
• Resolve invoice disputes and provide monitoring support for 24/7 operations.
• Monitor on-site equipment health and assist parkers with access/pay machines.
• Escalate issues to Service/IT technicians when needed.
• Maintain accurate logs and records for reporting purposes.

Skills

Bilingual English/French

Customer service

Call handling

AI tools understanding

Typing 30 wpm

Microsoft Office

Analytical thinking

Tools

Microsoft Office

AI tools

Job description

As Canada’s parking and mobility industry leader, Precise Parklink is a nation-wide managed services and technology firm with more than 1000 employees across Canada, a head office in Toronto, and 18 supporting offices across the country.

Precise Parklink manages thousands of parking lots on behalf of hundreds of property owners. They supply cutting-edge technology and services to thousands of clients in the healthcare, municipal, commercial, institutional, and private sectors.

Job Summary:

The Bilingual Customer Service Representative / Monitoring Agent plays a critical role in ensuring the smooth operation of parking facilities by handling inbound calls, resolving invoice disputes, and providing monitoring support. This role is part of a 24/7 operation and requires strong communication skills in both English and French, attention to detail, and the ability to work efficiently in a fast-paced environment.

Employment:

Full-time position with shift work, including evenings, overnights, weekends, and holidays

Available Shift Timings:

• 3:00 pm – 11:30 pm
• 11: 00 pm - 7.30 am

All shifts require weekend and holiday availability, with two scheduled days off during the week. This posting is for a current, existing vacancy.

Compensation:

$21-24/hour

Benefits (Extended health care, Dental care, Vision care) available after 3 months

Job Responsibilities / Duties:

• Call Handling: Log all incoming calls into the Customer Service and Support Systems and determine the appropriate action.
• Types of Calls Include:
  • Machine Malfunctions: Transfer reports of machine malfunctions to the Service Department.
  • Customer Inquiries: Assist customers with inquiries regarding parking, permits, payments, and disputes.
• Facility Monitoring & Operational Support:
  • Track company vehicles, monitor on-site equipment health, and oversee on-site parking operations
  • Customer Assistance: Provide real-time support to parkers at various locations, including access control and pay-on-foot/pay-and-display machines.
  • Incident Response: Prepare service calls in response to alarms detected on parking machines.
  • Cash Level Monitoring: Track and report cash levels of parking stations to prevent service disruptions.
  • Technical Support: Respond to real-time customer issues and elevate cases to Service/IT technicians when necessary.
• Administrative & Clerical Duties:
  • Documentation: Maintain accurate support logs and records for tracking and reporting purposes.
  • Transaction Verification: Investigate overpayment/overcharge inquiries by collecting machine numbers and transaction times.
  • Service Coordination: Direct machine malfunction calls to the Service Department.

Mandatory Qualifications and Attributes:

• Motivated & Results-Driven: Takes initiative and works efficiently.
• Team Player: Works collaboratively to achieve team and company goals.
• Adaptable: Thrives in a fast-paced, high-volume work environment.
• Technical & Customer Service Skills
• Detail-Oriented: Strong organizational skills with the ability to multitask.
• Confidentiality: Ability to handle sensitive customer and company information with discretion.
• Problem-Solving: Ability to think quickly and take appropriate action.
• Proficiency in English and French
• Competency in Microsoft Office
• Artificial intelligence proficiency, including understanding AI-driven customer service tools (e.g., chatbots and automated call handling), and the ability to interpret AI-generated insights for operational improvements.
• Strong computer and keyboarding skills, including a minimum typing speed of 30 words per minute.

Expreience Requirements

Minimum of 2 years of customer service experience, preferably in a technical or support-driven environment.

Why Join Us?

This position offers a dynamic work environment where problem-solving and customer service skills are valued. You’ll have the opportunity to work with a supportive team, gain valuable industry experience, and play a key role in ensuring smooth parking operations for customers and businesses alike.

Precise Parklink is an equal opportunity employer committed to inclusive and barrier-free recruitment, selection processes, and work environments. We are dedicated to ensuring that your needs are fulfilled in accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). Please reach out to the Human Resources department to ensure that your accessibility needs are appropriately accommodated.