Customer Service Agent - Parking Facility TMC

Department: Operations - Field • Location: 77030 (Texas Medical Center, 6411 Fannin St)

About the role

Customer Service Representative processing transaction requests from Monthly Parking, Transient customers, and employee parking registration. Agent provides consistent and professional customer service in assisting internal and external customers with monthly and daily parking requirements.

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
• Act 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; act 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, email, letter, or over the phone
• Keep up to date with changes in workflow, policy, and product knowledge
• Provide support and training to new CSR positions
• Keep accurate records and update all systems with required information
• Assist other CSRs with troubleshooting for clients
• Process all work orders and meter-out reporting and upload the required documents to the share drive
• Process hotel voids and enter them into the wireless system for revenue purposes
• Prepare and cost out supply orders for all attendant locations and upload the required information to the share drive
• Prepare all Non-registered passes for Hotel Macdonald and place them into the wireless system for revenue purposes
• Assist with monthly Guest Passes for the Westin Hotel invoicing purposes
• Maintain 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
• 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 orders and requests for information
• Other duties as assigned

Requirements

• Must be at least 18 years of age
• 2–5 years of customer service experience in a high-volume, fast-paced environment (e.g., office, administrative, or medical office setting), preferred
• 3 years of data entry experience equaling 50 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 and oral communication skills
• Strong analytical abilities and sound judgment in decision-making
• Strong attention to detail and a 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
• Ability to work in a team setting
• Motivated, take initiative, and possess a strong work ethic
• Ability to respond to customer complaints while maintaining professionalism at all times
• Conflict resolution skills
• 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 (Word, Excel)
• 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

Schedule

• Shift: 11:30 AM to 8:00 PM
• Days: Monday to Friday, must be flexible for weekends
• Schedule flexibility required
• Full-time position

Pay

$18.00 – $22.00 per hour

Benefits

• Comprehensive Medical, Dental, and Vision Plans
• Life and Disability Insurance
• 401K Plan with Generous Employer Match and Immediate Vesting
• Generous Paid Time Off (PTO)