Customer Service Representative, Fanshawe College

Description

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.
• Process hotel voids and enters into wireless system for revenue purposes.
• Prepares and costs out supply orders for all attendant locations and then uploads the required information to the share drive.
• Prepares all Non-registered passes for the location and places them into wireless system for revenue purposes.
• Assist with monthly Guest Passes for the location invoicing purposes.
• 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 and maintenance of monthly parking accounts.
• Provide user support/assistance to customers using the web-based interface.
• 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
• Patrol will be required from time to time
• Other duties as assigned

Skills, Knowledge and Expertise

• Must be at least 18 years of age
• Valid Driver's license required
• Clean Motor Vehicle Report (MVR)
• 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
• Conflict resolution
• Exceptional communication, tact and Customer Service skills. Ability to assist customers with diverse requirements
• Exceptional telephone etiquette
• 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

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