Customer Care Representative

Responsibilities

• Greet customers in a friendly manner, is responsive and timely with correspondence and problem resolution, and display a caring attitude while answering calls or at the front counter.
• Direct the activities of the frontline staff.
• Develop a rapport with the customer base that uses The Ohio State University parking system, a large, complex parking operation located on a college campus.
• Coordinate internal departments (maintenance, enforcement, operations, and events) to create and maximize productivity, efficiency and responsiveness to all customer service issues within the parking system.
• Develop proficiency in the use of computer systems used to answer customer calls, sell customer permits, manage customer accounts, and track customer issues.
• Ensure maximum productivity by successfully routing CampusParc staff to designated locations on campus.
• Assist visitors, students, faculty, and staff of The Ohio State University obtain and purchase parking permits.
• Track operational issues/concerns using a Customer Relations Management System.
• Complete cashiering procedures when processing a sale, refund, or return, and maintain all accounting reports and processing records for transactions, as required.
• Provide excellent customer service to clients, customers, and employees.
• Adhere to standard responses when making and receiving calls and addressing routine inquiries.
• Assist customers in paying or disputing citations and modifying or updating account information.
• Remain up to date on any parking system information that may need to be relayed to customers.
• Respond to all requests received in the Welcome email account for new Medical Center Orientation employees.
• Demonstrate continuous process improvement by providing feedback to management about the parking system and online permit system.
• Maintain the electronic document filing system by scanning physical documentation and linking it to the customer’s account.
• Perform permit fulfillment and mailings.
• Prepares citation letters for mailing.
• Other special projects assigned by location management.

Qualifications

• Education: High school diploma or GED required.
• Experience: Strong customer service experience.
• Experience: Strong understanding of computer systems.
• Experience: Customer Service & Dispatch experience is preferred with use of a large phone system.
• Experience: Parking and/or university operations preferred.
• Knowledge: Knowledge of The Ohio State University campus a plus.
• Knowledge: Knowledge of TIBA software preferred.
• Knowledge: Knowledge of Microsoft Office applications, including Excel, Word, Power Point, and Outlook.

Skills

• Ability to communicate professionally and effectively.
• Excellent phone, interpersonal, and organizational skills.
• Ability to speak, read, and comprehend the English language.
• Bilingual abilities are a plus.
• Must be open to feedback, differing opinions, and other points of view.
• Demonstrates a sense of urgency and timeliness.
• Demonstrates the ability to seek improvement.
• Excellent teambuilding and interpersonal skills.

Benefits

• Amazing management team who will truly care about you.
• Flexible scheduling.
• Phenomenal Benefits Package, including medical, dental, vision, and 8 supplemental insurances, including pet insurance.
• Paid Holidays, Vacation, Wellness, and a paid day off for your birthday.
• Opportunities to build a career - many in our senior management teams began their careers in this role.

Pay

$18.00 per hour

Schedule

Monday - Friday 8:00am - 4:00pm and 10:00am - 6:00pm (Two Full-Time Opportunities)