Customer Service Representative

2 months ago

Lancaster, United States Lancaster Parking Authority Full time

Job Type

Full-time

Description

Summary/Objective

The Lancaster Parking Authority is committed to providing efficient, customer-friendly parking services to the City of Lancaster. We manage parking facilities, enforce parking regulations, and handle citation accounts. Our goal is to ensure a seamless parking experience for all our customers, including individual parkers, corporate clients, and third-party accounts.

Job Description: We are seeking a dedicated and enthusiastic Customer Service Representative to join our team. In this role, you will be the face of the Lancaster Parking Authority, providing exceptional service to our diverse customer base. You will handle inquiries, process transactions, and manage accounts related to individual parkers, corporate customers, and third-party enforcement and citation accounts filed by or on behalf of the City of Lancaster.

Requirements

Key Responsibilities:

  • Assist individual parkers with inquiries, payments, and account management.
  • Provide support to corporate customers, including account setup, billing, and issue resolution.
  • Manage third-party accounts, including enforcement and citation accounts.
  • Respond to customer inquiries via phone, email, and in-person promptly and professionally.
  • Process payments, issue receipts, and handle refunds as necessary.
  • Maintain accurate records of customer interactions and transactions.
  • Collaborate with other team members to ensure a seamless customer experience.
  • Address and resolve customer complaints and escalate issues when necessary.
  • Stay informed about parking regulations, policies, and updates.
  • Provides clear and courteous communication with the public, customers, and staff via inbound phone calls, mail, emails and in person.
  • Adheres to company policies and procedures and refers clarification or exceptions to the Director of Operations.
Competencies

•Communication - Respect & Response

•Customer Service Focus - Positive Attitude

•Ethical Conduct - Honesty & Integrity

•Problem Solving & Initiative

•Productivity - Delivering Results

Qualifications:
  • High school diploma or equivalent; additional education or certification in customer service is a plus.
  • A minimum of 2 years' proven experience in a customer service role.
  • Excellent communication skills, both verbal and written.
  • Bi or multi-lingual preferred.
  • High level of computer literacy. Proficiency with Outlook, and MS Office and business application software with the ability to adapt to new technology.
  • Ability to work in a fast-paced environment with unscheduled interruptions.
  • Strong problem-solving abilities and attention to detail. High degree of accuracy in all work produced.
  • Ability to handle multiple tasks and prioritize effectively.
  • A positive attitude and a commitment to providing outstanding service.
  • Ability to work effectively in a team environment.
Other Duties
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits:
  • Competitive salary
  • Comprehensive health, dental, and vision insurance
  • Retirement plan options
  • Paid time off and holidays
  • Opportunities for professional development and advancement

Position Type/Expected Hours of Work

This position is a full-time, non-exempt position. Days and hours of work are typically Monday through Friday 8:00 AM to 4:30 PM.

Work Authorization/Security Clearance
Candidate will be required to successfully pass drug screen and criminal background clearance.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This position operates in a professional office environment.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This position is typically described as sedentary work.

AAP/EEO Statement
The Lancaster Parking Authority (LPA) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, the LPA complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.

Salary Description

$17.37 to $26.93/ hr

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