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Client Support Specialist
2 months ago
Availability for evening and weekend shifts is essential. Immediate start is anticipated. Night shift differential pay is included.
OBJECTIVE: Engage with the public to professionally process payments, input transactions into the Critrix system, and provide customers with precise and clear information.
Maintain communication with Supervisors and Managers regarding departmental operations.
KEY RESPONSIBILITIES:
- Proficient use of the Critrix System - Daily
- Transaction Processing - Daily
- Management of Residential Permit Parking - Daily at designated locations
- Daily Payment Reconciliation
- Processing of Impounded Vehicles - Daily (specific to Auto Pound)
- Customer Service Engagement - Daily
- Collaboration with City Officials - Daily
- Refund Processing - Daily
- Support for Supervisor/Manager - As Needed
- Additional Duties - Daily
- Other tasks as assigned.
The Customer Service Representative is responsible for accepting and processing payments for tickets associated with single or multiple vehicles, as well as for booted or towed vehicles. Payment categories may include cash, checks, money orders, and various release payments. Additionally, the CSR should be capable of establishing payment plans and managing Residential Permit Parking decals.
It is essential for the Customer Service Representative to accurately document all adjustments made and maintain comprehensive records.
A thorough understanding of Residential Permit Parking policies and the Critrix system is necessary to effectively support customer service operations. This includes reviewing household histories, creating records in Critrix, and managing inventory of decals and related forms.
Reconcile collected funds against reports generated from the Cashier Management system. Complete all balancing procedures by the end of each shift unless otherwise approved by a Supervisor/Manager. Document any discrepancies on the Settlement Sheet and report them accordingly.
Ensure accurate logging of all impounded vehicles using designated logbooks and prepare necessary documentation for vehicle releases.
The CSR must conduct audits of logs maintained at the Auto Pound and prepare findings for management review.
Customer Service Representatives are expected to interact with customers in a professional manner, providing assistance with the parking program, detailed ticket information, and general inquiries.
Lead CSRs are responsible for resolving customer issues that cannot be addressed by other representatives.
Daily interactions with City personnel are required, including discussions on processing impounded vehicles and related documentation.
Lead CSRs oversee refund processing, ensuring proper documentation and timely execution of requests.
Monthly and weekly logs are maintained for all refunds processed.
Lead Customer Service Representatives may act as backups for Supervisors/Managers as necessary, ensuring that all tasks are completed efficiently and professionally.
Responsibilities also include training and monitoring staff, enforcing company policies, and maintaining a secure and organized work environment.
EDUCATION AND EXPERIENCE REQUIRED:
High School Diploma or equivalent
At least 12 months of experience in cash handling and customer service.
KNOWLEDGE REQUIRED:
Proficiency in 10-key data entry, report balancing, and log maintenance. Familiarity with computer systems is advantageous.
This position is classified as non-exempt/hourly. A criminal background check and pre-employment drug screening are mandatory.
Global Parking Systems LLC is an equal opportunity employer. All qualified applicants will be considered without regard to race, religion, color, national origin, gender identity, sexual orientation, age, marital status, protected veteran status, or disability status.
