Customer Support Associate

1 week ago

New Orleans, Louisiana, United States Global Parking Systems LLC Full time
Global Parking Systems LLC specializes in the effective management of parking facilities, valet services, and shuttle operations at various locations.

Availability for evening and weekend shifts is essential. Immediate start is required, with additional compensation for night shifts.

OBJECTIVE: Engage with the public to professionally process payments, update records in the Critrix system, and provide clear and accurate information to customers.

Maintain communication with Supervisors and Managers regarding departmental operations.

KEY RESPONSIBILITIES:
  • Proficient use of the Critrix System - Daily
  • Processing Payments - Daily
  • Managing Residential Permit Parking - Daily (at designated locations)
  • Balancing Payments - Daily
  • Handling Impounded Vehicle Transactions - Daily (specific to Auto Pound)
  • Delivering Customer Service - Daily
  • Coordinating with City Officials - Daily
  • Processing Refunds - Daily
  • Providing Backup for Supervisors/Managers - As Needed
  • Performing Additional Duties - Daily
  • Completing other assigned tasks.
Candidates should possess a comprehensive understanding of the Critrix system to assist in providing customers with information regarding outstanding tickets, payment histories, and eligibility for various services. This includes navigating the General Inquiry Screen, Ticket Detail Screen, and other relevant subsystems.

The Customer Support Associate will be responsible for accepting and processing payments for tickets associated with individual or multiple vehicles, including those that are booted or towed. Payment methods may include cash, checks, money orders, and various release payments. Additionally, the role involves creating and managing payment plans and issuing Residential Permit Parking decals.

It is crucial for the Customer Support Associate to accurately document any adjustments made and maintain thorough records for each transaction.

Understanding the Residential Permit Parking policy and the Critrix system is vital for supporting customer inquiries. This includes reviewing household histories, creating new household records, and managing the inventory of parking decals and forms. Communication with Cashiers and City personnel is necessary to resolve any issues related to mail-in requests for decals.

Reconciliation of collected funds against the Cash Total Report generated from the Critrix system is required. All balancing tasks must be completed by the end of the shift unless otherwise approved. Any discrepancies must be documented and reported.

The Customer Support Associate will log all impounded vehicles and maintain accurate records for vehicle releases. Regular audits of logs at the Auto Pound will be conducted, with findings reported to Supervisors/Managers.

Providing professional assistance to customers regarding the parking program is a critical aspect of this role. This includes answering questions about tickets, Residential Permit Parking decals, and other related inquiries.

The Lead Customer Support Associate will address any customer issues that cannot be resolved by other staff members.

Daily interactions with City personnel are essential, ensuring that all communications are handled professionally and efficiently.

The Lead Customer Support Associate will oversee the processing of refunds, ensuring that all necessary documentation is reviewed and handled appropriately.

Additionally, this role may involve training and monitoring staff, ensuring compliance with policies and procedures, and maintaining a secure and organized work environment.

EDUCATION AND EXPERIENCE REQUIRED:

A High School Diploma or equivalent is required.

A minimum of 12 months of experience in cash handling and customer service is essential.

KNOWLEDGE REQUIRED:

Proficiency in 10-key operations, general report balancing, and log maintenance is preferred. Basic computer skills are advantageous.

This position is classified as non-exempt/hourly. A criminal background check and pre-employment drug testing 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.

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