Parking Customer Success Agent Laredo International Airport

Department: Operations - Field (OPS001) • Location: Laredo International Airport, 5210 Bob Bullock Loop, Laredo, TX 78041

About the role

At Reimagined Parking, we believe great people drive great results. We prioritize our teams, champion a positive culture, and relentlessly pursue excellence. We are looking for an individual with amazing customer service skills and attention to detail to help our customers with their parking needs. The Customer Success Agent serves as the first point of contact for customers, delivering exceptional service and support in a fast-paced environment. This role ensures customer satisfaction by resolving inquiries, maintaining accurate records, and acting as a brand ambassador while adhering to company policies and service standards.

Responsibilities

• Develop strong decision-making skills to manage back-to-back calls with accuracy, speed, and professionalism.
• Act as a courteous company representative while processing transactions, enforcing regulations, and communicating policies.
• Build rapport with customers to foster satisfaction and loyalty, address inquiries and complaints with empathy and clarity.
• Meet performance standards through call monitoring, recording, and quality assessments.
• Maintain high communication standards, including voice quality, grammar, tone, and proactive engagement.
• Ensure data integrity by gathering information, composing documents, and accurately inputting data.
• Respond to inbound emails, phone calls, and faxes within established Service Level Agreements (SLAs).
• Provide comprehensive support for parking customers, including account maintenance and branch/lot assistance.
• Update customer account information accurately and document all interactions.
• Utilize internal resources such as policy manuals and supervisor guidance to resolve issues.
• Complete required paperwork and maintain accurate records.
• Stay informed on workflow changes, policies, and product updates.
• Support and train new Customer Service Representatives as needed.
• Assist colleagues with troubleshooting client issues.
• Occasionally assist mobility-challenged customers by operating a golf cart.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent; associate degree preferred.
• 1+ years of customer service or call center experience.
• Strong communication skills (verbal and written).
• Ability to multitask and thrive in a fast-paced environment.
• Proficiency with technology and data entry systems.
• Exceptional attention to detail and problem-solving skills.
• Valid driver’s license (for golf cart assistance).
• Ability to work flexible schedules, including weekends or holidays if required.
• Must successfully pass a background check, in accordance with company policy and applicable laws.
• Must be authorized to work in the United States and able to provide documentation verifying eligibility.

Physical Demands

• Ability to sit for extended periods while handling calls and data entry.
• Frequent use of hands for typing and handling documents.
• Ability to lift up to 20 lbs occasionally (e.g., moving office supplies or assisting customers).
• Ability to operate a golf cart safely when requested.

Working Conditions

• Primarily office or call center setting with frequent use of computers, phones, and other office equipment.
• Fast-paced environment with high call volume and strict service level goals.
• Occasional exposure to outdoor conditions when assisting mobility-challenged customers.

Benefits

Full Time Only:

• Generous Paid Time Off: 10 days of paid time off, plus 8 paid holidays.
• Comprehensive Health Plans: Medical, Dental, and Vision coverage for you and your family.
• Life and Disability Insurance: Company-paid basic life and Short-Term Disability, with additional options for loved ones.
• 401(k) Plan: Generous employer match with immediate vesting.
• Employee Assistance Program: Access to behavioral health care for you and your family members.
• Parental and Caregiver Leave: Time off to support your growing family or care for loved ones.

Part Time:

• 401(k) Plan: Generous employer match with immediate vesting.
• Sick Time Off: Paid sick leave based on state laws and regulations.
• Employee Assistance Program: Access to behavioral health care for you and your family members.

If this position is union-represented, employment terms, benefits, and conditions are governed by the applicable Collective Bargaining Agreement (CBA).

Pay

$11.25 per hour

Schedule

Shift begins at 5:00 AM and ends at 1:00 AM daily.