Parking Call Center Representative - Part Time 2nd Shift

ABM industries; Chicago (IL); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Benefits package

Job summary

ABM Industries is seeking a Call Center Representative to handle inbound and outbound calls, assisting customers with parking inquiries and resolving issues to ensure a positive experience.

The role requires strong communication, problem-solving, and the ability to document interactions accurately in the company system. Flexibility to work evenings and weekends is expected, with a focus on delivering exceptional service in a fast-paced environment.

Qualifications

• High school diploma or equivalent required.
• Associate or Bachelor’s degree preferred.
• Experience in customer service or call center environments is preferred.
• Strong verbal and written communication skills.

Responsibilities

• Answer inbound customer calls in a timely, professional manner.
• Make outbound calls for escalations only.
• Resolve customer concerns and issues to maintain high satisfaction.
• Document customer interactions accurately in the company database.
• Provide information on parking locations, rates, and hours.
• Escalate complex parking issues to supervisors.
• Meet or exceed performance metrics for quality and productivity.
• Maintain confidentiality and follow company policies.

Skills

Customer service

Active listening

Problem solving

Multitasking

Phone etiquette

Team collaboration

Education

High school diploma

Associate or Bachelor's degree preferred

Tools

Microsoft Office

Microsoft Teams

Job description

We are seeking a customer-focused and professional Call Center Representative to join our team. The ideal candidate will handle inbound and outbound calls, assist customers with parking inquiries, resolving complaints, and providing the correct information to resolve their issue, and ensure a positive customer experience. The successful candidate will possess strong communication skills, problem-solving abilities, and a commitment to delivering exceptional service.

Schedule

• Thursday & Friday: 6:00 PM - 12:00 AM
• Saturday & Sunday: 4:00 PM - 12:00 AM

Schedule: 18-24 hours per week, Flexible Schedule requires. Weekends Mandatory

Pay

Pay: $17.05 hour

The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on applicant's experience, skills, abilities, geographic location, and alignment with market data.

Benefits

Benefit Information: ABM offers a comprehensive benefits package. For information about ABM's benefits, visit ABM Employee Benefits | Front Line Team Members

Key Responsibilities

• Answer inbound customer calls and respond to inquiries in a timely and professional manner.
• Make outbound calls for escalations only.
• Resolve customer concerns, complaints, and issues while maintaining a high level of customer satisfaction.
• Accurately document customer interactions in the company database.
• Provide information regarding parking structures.
• Escalate complex issues to supervisors regarding their parking garage.
• Meet or exceed established performance metrics, including quality, productivity, and customer satisfaction goals.
• Maintain confidentiality and comply with company policies and procedures.
• Troubleshooting with parking ticket issues, payment issues, online reservations.
• Provide information on parking locations, rates, operating hours, special event parking, and transportation options.
• Maintain an assigned work area, which may be a business entrance, and performs housekeeping duties to ensure cleanliness and adhere to safety policies

Preferred Skills

• Bilingual abilities are a plus.
• Experience handling high-volume call environments.
• Ability to adapt quickly to changing priorities and procedures.
• Experience in parking operations, transportation, municipal services, or customer service environments.
• Familiarity with parking management software and payment processing systems.

Skills and Competencies

• Excellent customer service orientation
• Active listening and problem-solving skills
• Conflict resolution and de-escalation techniques
• Data entry accuracy
• Time management and multitasking
• Ability to work in a fast-paced environment
• Professional phone etiquette
• Team collaboration

Performance Metrics

• Call quality scores
• Customer satisfaction ratings
• Average response and handling times
• First-call resolution rate
• Attendance and reliability
• Productivity and accuracy standards

Working Conditions

Office-based

Extended periods of sitting and working on a computer.

Frequent use of telephone and headset equipment.

Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Previous customer service or call center experience preferred.
• Strong verbal and written communication skills.
• Excellent active listening and problem-solving abilities.
• Proficiency with computers, and Microsoft Office applications, Microsoft Teams experience.
• Ability to multitask and work in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Ability to work on flexible schedules, including evenings, weekends, and holidays as needed.

Military Occupational Specialty Code: 42A, 92S, YN, LS, 0100, 3F1X1, 3F5X1