Parking Call Center Representative- Part Time Evenings

About the role

We are seeking a customer-focused and professional Call Center Representative to join our team. The ideal candidate will handle inbound and outbound calls, assist customers with parking inquiries, resolving complaints, and providing the correct information to resolve their issue, and ensure a positive customer experience. The successful candidate will possess strong communication skills, problem-solving abilities, and a commitment to delivering exceptional service.

Key Responsibilities

• Answer inbound customer calls and respond to inquiries in a timely and professional manner
• Make outbound calls for escalations only
• Resolve customer concerns, complaints, and issues while maintaining a high level of customer satisfaction
• Accurately document customer interactions in the company database
• Provide information regarding parking structures
• Escalate complex issues to supervisors regarding their parking garage
• Meet or exceed established performance metrics, including quality, productivity, and customer satisfaction goals
• Maintain confidentiality and comply with company policies and procedures
• Troubleshooting with parking ticket issues, payment issues, online reservations
• Provide information on parking locations, rates, operating hours, special event parking, and transportation options
• Maintain an assigned work area, which may be a business entrance, and performs housekeeping duties to ensure cleanliness and adhere to safety policies

Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred
• Previous customer service or call center experience preferred
• Strong verbal and written communication skills
• Excellent active listening and problem-solving abilities
• Proficiency with computers, and Microsoft Office applications, Microsoft Teams experience
• Ability to multitask and work in a fast-paced environment
• Strong attention to detail and organizational skills
• Ability to work on flexible schedules, including evenings, weekends, and holidays as needed

Preferred Skills

• Bilingual abilities are a plus
• Experience handling high-volume call environments
• Ability to adapt quickly to changing priorities and procedures
• Experience in parking operations, transportation, municipal services, or customer service environments
• Familiarity with parking management software and payment processing systems

Skills and Competencies

• Excellent customer service orientation
• Active listening and problem-solving skills
• Conflict resolution and de-escalation techniques
• Data entry accuracy
• Time management and multitasking
• Ability to work in a fast-paced environment
• Professional phone etiquette
• Team collaboration

Performance Metrics

• Call quality scores
• Customer satisfaction ratings
• Average response and handling times
• First-call resolution rate
• Attendance and reliability
• Productivity and accuracy standards

Working Conditions

• Office-based
• Extended periods of sitting and working on a computer
• Frequent use of telephone and headset equipment

Pay

$17.05 Per Hour

Schedule

18-24 hours per week, Flexible Schedule required. Weekends Mandatory.

Benefits

ABM offers a comprehensive benefits package. For information about ABM's benefits, visit ABM Employee Benefits | Front Line Team Members.