Customer Service Coordinator/Intercom Operator

We are looking for a full time Customer Service Coordinator/Intercom Operator role to support our parking operations at McMaster Children's hospital.

Hours of work: 10 a.m. to 6 p.m. Monday to Friday

Customer Service Coordinator responsibilities:

• Provide excellence in Customer Service by welcoming our customers in a warm and friendly manner; courteously assist and direct customers.
• Efficiently and effectively assist transient and monthly customers in the selection of parking options. Inform customers of the facility's hours of operation, parking rates, stall availability and other related issues.
• Ensure work stations are clean and free of all debris, non company posters, pictures and/or other non-company items.
• Effectively operate the POS system with minimal cash variances
• Be reliable to work your scheduled shifts
• Disseminate parking options and information from telephone and email inquiries.
• Assist customers in the completion of applications and forms.
• Accept monthly parking applications.
• Process applications through AR.
• Data entry of monthly applications into access and account systems.
• Efficiently and effectively respond to telephone and email customer queries regarding monthly customer accounts.
• Research the access and account systems to provide information to inquiries.
• Have a thorough knowledge of the facility/campus; client/facility parking policies; automated access software.
• Have a thorough knowledge of the company procedures regarding payment of monthly parking.
• Maintain all Facility logs, manuals and/or binders, files and folders.
• Run data reports from the automated system access software regarding access activity, payment activity.
• Accept monthly and transient (daily) payments and process payments.
• Sell weekly/monthly passes to patients/visitors to patients
• Balance your cash tray before and after each shift
• Filing of applications
• Generate daily, monthly, hourly vouchers using the automated parking system.
• Complete all shift-end daily financial reports and prepare bank deposits.
• Attend to equipment emergencies (ticket jammed; broken gate etc.)
• Process internal and external requests and payments for vouchers.
• Retrieve, process daily mail – incoming and outgoing.
• Assist with AR procedures
  • Accepting invoice payments
  • Prepare cheque requisitions for refunds
• Contact customers by phone and email regarding outstanding past balances -collections
• Generate reports from the automated parking software
• Reconcile, analyze reports
• Generate spreadsheets using spreadsheet software
• Perform other specific duties as directed by the Parking Manager or Director of Parking Operations.

Intercom Operator responsibilities:

• Answer parking intercoms located at the exit, entrance and pay station terminals throughout Hamilton Health Sciences parking facilities in a timely manner
• Manage the incoming intercom inquiries
• Remotely control parking equipment in order to help a caller
• View cameras located in the parking facilities in order to ensure accurate information is provided
• Navigate swiftly through computerized parking and video surveillance software
• Other duties as assigned by Parking Manager or Parking Operations Manager