Customer Service Representative

**Details**

Customer Service Representative

Location: Redwood St. Garage

Hourly Rate: $15.45/HR + MUST have customer service experience

Schedule: PT Open Flexibility (Contact for Details)

The Spirit of the Position:

Our Customer Service Representative are essential to our success because they retain and extract more value from customers and deliver top-notch service that cultivates loyalty and promotes referral business. This role is directly responsible for engaging with Metro North Railroad (MNR) customers to provide information in response to inquiries and notices about permit and metered parking across all MTA Stations.

Primary duties include interacting with customers daily via phone and email to communicate helpful solutions to questions, respond to customer issues, and resolve complaints in a timely manner. The CSR is also responsible for maintaining expert knowledge about the parking, maintenance, and enforcement operations across MNR Stations to best serve and assist customers. Excellent communication abilities and data entry skills are essential. This position reports to the CSR Lead.

How do you know if this is the right job for you?

You are:

• You're charismatic, full of energy, and happy to help in any way you can.
• Responsible is your middle name. You never disappoint because it's not in your nature.
• Good under pressure. You don't fold and get overwhelmed easily. Instead, you prefer chaos so you can kick its butt.
• Proficient in basic computer skills in the parking revenue control system
• Able to work with or without supervision
• Able to communicate professionally and effectively.
• Open to feedback, differing opinions and other points of view.
• Timely and demonstrates sense of urgency.
• Excellent teambuilding and interpersonal skills.
• A team player and can help motivate your team.

What will I do?

• Be professional, courteous, and tactful to customers always.
• Greet, engage, and thank customers 100% of the time.
• Ensure that customers are satisfied with our parking products and services.
• Alert customers to additional products or services that may be available.
• Maintain expert knowledge about the parking and enforcement operation and communicate accurate information about applicable policies, rules, and regulations.
• Respond to customer phone calls, voice messages and emails promptly.
• Guide customers through the permit application, extension, and cancellation process.
• Adhere to established policies and standardized responses when addressing routine inquiries.
• Diffuse and de-escalate potential conflicts or other difficult customer-service related challenges.
• Collaborate with other customer service/call center team members to find appropriate solutions and improve customer service.
• Perform other related duties as assigned.

Education:

• High school diploma or GED preferred but not required.

Experience:

• Strong customer service experience.
• Working knowledge of Word, Excel, and general MS Office applications.
• Parking industry experience is preferred but not required.

Skills:

• Able to communicate professionally and effectively.
• Excellent phone interpersonal and organizational skills.
• Ability to speak, read and comprehend English language.
• Able to work without supervision.

Physical Demands:

Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential duties/functions.

FLSA Status: Non-Exempt

LAZ Parking is an equal opportunity employer. In all our employment practices, including hiring, we are firmly committed to provide equal employment opportunity (EEO) to all persons, regardless of race, color, religion, sex, national origin, disability, age, genetics, Vietnam era, special disabled, recently separated and other protected veterans, or any other characteristic protected by federal, state or local law. No question in our application process is used for the process of limiting or excluding any applicant's consideration for employment on such grounds. This Employer participates in E-Verify.