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Client Relations Coordinator

2 months ago

Washington, Washington, D.C., United States Colonial Parking Inc Full time
Position Overview

The Client Relations Coordinator plays a vital role in enhancing the quality of service provided to our clients and parking patrons. This position is primarily focused on managing incoming communications through various channels, including phone calls, emails, and online requests. The Coordinator is responsible for overseeing new account applications, validating requests, and ensuring a seamless experience for preferred and government contract customers.

Key Responsibilities

  • Address customer inquiries related to service options, account status, and payment accuracy, ensuring that all information is current and transparent.
  • Manage call queues and maintain accurate records of time on duty for incoming communications.
  • Lead the call center team, ensuring adherence to service standards and effective communication.
  • Handle a diverse range of customer interactions, including calls, emails, and applications, while maintaining a high level of professionalism.
  • Update and manage customer accounts, addressing billing inquiries and making necessary adjustments.
  • Possess comprehensive knowledge of all services offered by Colonial Parking Inc.
  • Utilize relevant systems and tools within the Customer Care Department to facilitate efficient service delivery.
  • Assist in the monthly billing process and ensure accurate invoicing.
  • Conduct daily activity reporting to track performance metrics.
  • Engage in outbound communication for collections via phone, email, or mail.
  • Strive for excellence in quality service ratings across all customer interactions.
  • Build and maintain positive relationships with cross-functional teams.
  • Embody the company’s core values: Exceptional Customer Service, Accountability, Integrity, Continuous Improvement, and Community Engagement.
  • Stay informed about departmental policies and procedures to ensure compliance.
  • Demonstrate strong communication skills, aiming for resolution on the first contact.
  • Follow established escalation and appeasement protocols when necessary.
  • Effectively resolve complex billing concerns.
  • Adapt to flexible scheduling and work shifts based on business needs, including occasional weekends.
  • Adjust priorities and workflows in response to changing demands.
  • Remain accountable for understanding and adhering to company policies that support job responsibilities.

Additional Responsibilities

  • Perform other duties as assigned to support team objectives.

Qualifications

  • Associate Degree or 3-5+ years of experience in customer service or call center environments.
  • Exceptional written and verbal communication skills.
  • 2-4+ years of experience in inbound customer contact roles.

Preferred Qualifications

  • Management experience is advantageous.
  • Previous experience as a call center team lead is a plus.
  • Familiarity with CRM systems, Help Desk operations, and basic call center technologies.
  • Experience in remote customer service environments.
  • Proficiency in Microsoft Office Suite.