Temporary Customer Service Representative - Manulife Centre

Reimagined Parking Inc.; Toronto; On-site; CAD 30,000 - 42,000; Full time

Job summary

Reimagined Parking Inc. cherche à combler un poste temporaire de représentant du service client au Manulife Centre à Toronto. Ce rôle clé nécessite des compétences en communication et un sens aigu du service client, ainsi qu'une capacité à travailler dans un environnement rapide. Le candidat idéal aura de l'expérience dans un environnement à fort volume et possédera un esprit d'équipe dynamique. Vous participerez notamment à la gestion des demandes de stationnement tout en maintenant une excellente relation avec les clients.

Qualifications

• Expérience de 1 an dans un environnement de service client à fort volume souhaitée.
• 1 an d'expérience en saisie de données avec une vitesse de 40 WPM.
• Capacité à multitâche et à travailler dans un environnement structuré.

Responsibilities

• Traiter les requêtes des clients tout en maintenant des normes de service élevées.
• Fournir un soutien et une formation aux nouveaux représentants du service client.
• Assurer la gestion des informations des clients et des transactions.

Skills

Interpersonal skills

Communication skills

Analytical abilities

Attention to detail

Customer service

Education

G12 / Equivalent

Tools

CRM software

Job description

Temporary Customer Service Representative - Manulife Centre

Join to apply for the Temporary Customer Service Representative - Manulife Centre role at Reimagined Parking

Temporary Customer Service Representative - Manulife Centre

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Join to apply for the Temporary Customer Service Representative - Manulife Centre role at Reimagined Parking

• Changes may be made to this schedule are subject to operational requirements.

Description

• Changes may be made to this schedule are subject to operational requirements.

Customer Service Representative processing written transaction requests from Monthly Parking, Transient customers and stakeholders. Provides consistent and professional customer service in assisting internal and external customers with monthly and daily parking requirements.

Key Responsibilities

• Develop sound critical and decision-making skills necessary to thrive in a fast-paced environment with back-to-back calls while maintaining poise, accuracy, and speed
• Acting as a fast-moving, courteous company brand ambassador while processing transactions, interfacing with guests, communicating company policies, and enforcing regulations
• Foster customer success, happiness, and satisfaction by building customer rapport, addressing customer inquiries and complaints, providing empathy, and communicating information
• Embrace performance-based call monitoring, recording, and assessment approach to improve communication, timeliness, and overall satisfaction
• Spark accurate, speedy operation while optimizing voice quality, grammar skills, tone, and proactiveness to improve quality and consistency
• Leverage your knack for technology and attention to detail to foster data integrity by gathering information, composing documents, and inputting data
• Answer inbound emails, phone calls, and faxes within department and individual Service Level and Quality goals. Acts as point of contact for both internal and external monthly parking customers
• Provide comprehensive service and support for Monthly Parking customers, including; potential customers, existing customers and stakeholders.
• Provide comprehensive branch, lot and account maintenance support
• Respond to customer inquiries ensuring customers receive timely resolution and accurate information
• Demonstrate excellent customer service to assist in retaining Monthly Parking customers
• Ensure all customer account information is updated accurately and notes are entered for every transaction.
• Utilize resources such as Online Help, Policy & Procedure manuals, and emails from Supervisors, Management and the Training Department
• Complete and maintain any required paperwork or record keeping methods
• Enter customer payment information for PAP or credit card when received by fax, e-mail or letter as well as over the phone.
• Keep up to date with changes in workflow, policy, and product knowledge.
• Provides support and training to new CSR positions.
• Keeps accurate records and updates all systems with required information.
• Assists other CSR’s with trouble shooting for clients.
• Processes all work orders and meter out reporting and uploads the required documents to the share drive.
• Maintains deliverable calendar to ensure all departments meet external deadlines.
• Monitor and maintain the Storefront email, sorting responding and processing all requests that enter through here.
• Issue, enter, and track Temporary paper passes as needed
• Answer inbound calls and meet individual Service Level and Quality goals. Acts as first point of contact for both internal and external monthly parking customers
• Provide service for telephone-based customers for sign-ups.
• Complete all after-call work required to finalize a new customer sign-up or modify an account.
• Receive and accurately data enter customer information, credit card and pre-approved payment sign-up information.
• Assist daily parkers with meter out of orders and requests for information
• Parking stall count, ensuring parking vacancy available Change or put out / away signage from the street as required
• Other duties as assigned

Skills, Knowledge and Expertise

• Must be at least 18 years of age
• G12 / Equivalent
• 1 year Customer service experience in a high-volume, fast-paced environment (ex. Retail, call center), preferred
• 1 year data entry experience equaling 40 WPM
• Knowledge of contact center policies and software, including CRM, phone systems, etc
• Strong work ethic and reliability with professionalism and poise
• Superior interpersonal, verbal, and written communication skills
• Exceptional written oral communication skills
• Strong analytical abilities and sound judgment in decision-making
• Strong attention to detail and high degree of accuracy is key. Fast, accurate and efficient data entry, manipulation and retrieval of data from systems
• Ability to multitask, prioritize, and organize within a structured environment
• Flexibility and adaptability
• Motivated, take initiative and possess strong work ethic
• Ability to respond to customer complaints maintain professionalism at all times
• Exceptional communication, tact and customer service skills. Ability to assist customers with diverse requirements
• Intermediate knowledge of computer software applications – MS office
• Ability to successfully and consistently achieve individual and departmental service level goals
• Positive, team-oriented attitude and ability to balance independent workload with broader team goals

This is an internal position for all UFCW Impark employees.

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 brands–Impark, Lanier, Republic Parking, AmeriPark, and ParkOne—is the world's leading tech-powered, people-driven parking solutions provider. Our workforce of 8,000 manages 3,400 high-density parking facilities across 500 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.

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Facilities Services

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