Customer Service Representative

About the Role

We are seeking a dedicated and empathetic Customer Service Representative to join our team at the Allentown Parking Authority. This role is crucial in providing understanding and compassionate service to our customers, ensuring that everyone is treated with respect and fairness. The position reports directly to the Manager/Supervisor of Customer Service and plays a vital role in community engagement and service excellence.

Responsibilities

• Community Engagement: Act as an ambassador for the Parking Authority by providing courteous and helpful interactions with residents, visitors, and business owners. Educate the public on parking regulations, respond to inquiries and concerns with professionalism and empathy, and offer guidance and solutions.
• Provide Outstanding Customer Service: Engage with customers in a friendly and professional manner, assisting with parking inquiries, payment processing, and issue resolution. Answer phones and work at the front window receiving and recording payments, including selling permits.
• Handling Inquiries and Complaints: Respond to customer questions and concerns via phone, email, and in-person, ensuring all interactions are handled with empathy and efficiency.
• Process Payments and Transactions: Accurately handle cash, credit, and electronic payments for parking fees, permits, and fines, while maintaining confidentiality and security.
• Assist with Permit Applications: Guide customers through the permit application process, ensuring all documentation is complete and accurate.
• Support Parking Operations: Collaborate with other departments to ensure smooth parking operations and address any issues that arise.
• Maintain Records: Keep records of customer interactions, transactions, and feedback, using them to improve service quality. Input police tickets and maintain accurate records of citations, warnings, and interactions with the public.
• Contribute to a Positive Work Environment: Work closely with team members to ensure a supportive and collaborative atmosphere. Handle disputes and challenging situations with tact and diplomacy, aiming to de-escalate tensions.

Qualifications

• High School diploma or GED
• Must possess and maintain a valid PA driver’s license
• Must be able to sit and/or stand for long periods of time
• Prior experience in customer service, community relations, or law enforcement is preferred

Skills

• Excellent Communication Skills: Strong verbal and written communication skills, with the ability to interact effectively with a diverse customer base.
• Customer-Centric Attitude: A genuine desire to help others, with a focus on providing solutions that enhance customer satisfaction.
• Problem-Solving Abilities: Ability to think quickly and make decisions under pressure.
• Attention to Detail: Strong organizational skills with a keen eye for detail, especially when handling transactions and customer records.
• Technological Proficiency: Comfortable using customer service software, payment processing systems, and basic office applications such as Microsoft Suite (Word, Excel, Teams, Outlook, & PowerPoint).
• Ability to Remain Calm in Stressful Situations: Maintain composure and professionalism in challenging circumstances.

Personal Attributes

• A positive attitude with a focus on community well-being
• Empathy and patience in dealing with diverse populations
• A commitment to fairness and integrity in all actions

Why Join Us

• Community Impact: Play a vital role in maintaining a safe and welcoming environment in our city.
• Supportive Team Environment: Work with a team that values your input and supports your professional growth.
• Ongoing Training: Receive continuous training to enhance your skills in customer service, conflict resolution, parking management, and more!

Schedule

Monday, Wednesday & Thursday: 8:00 AM - 4:30 PM
Tuesday: 8:00 AM - 6:00 PM
Friday: 7:00 AM - 4:00 PM
Shifts may begin or end up to 15 minutes before or after scheduled office hours, and on Fridays, shifts may extend up to 45 minutes beyond posted office hours. Office hours are subject to change.

Pay

STARTING PAY RATE: $20.00 PER HOUR ($0.50 increase and generous benefits package available at 90 calendar days)

Benefits

Comprehensive benefits package available after 90 calendar days.