Description
Job Summary:
We are seeking a customer-focused and professional Call Center Representative to join our team. The ideal candidate will handle inbound and outbound calls, assist customers with parking inquiries, resolving complaints, and providing the correct information to resolve their issue, and ensure a positive customer experience. The successful candidate will possess strong communication skills, problem-solving abilities, and a commitment to delivering exceptional service.
Key Responsibilities
- Answer inbound customer calls and respond to inquiries in a timely and professional manner.
Make outbound calls for escalations only.
- Resolve customer concerns, complaints, and issues while maintaining a high level of customer satisfaction.
- Accurately document customer interactions in the company database.
- Provide information regarding parking structures.
- Escalate complex issues to supervisors regarding their parking garage.
- Meet or exceed established performance metrics, including quality, productivity, and customer satisfaction goals.
- Maintain confidentiality and comply with company policies and procedures.
Troubleshooting with parking ticket issues, payment issues, online reservations,
Provide information on parking locations, rates, operating hours, special event parking, and transportation options.
• Maintain an assigned work area, which may be a business entrance, and performs housekeeping duties to ensure cleanliness and adhere to safety policies
Qualifications
- High school diploma or equivalent required; associate or bachelor's degree preferred.
- Previous customer service or call center experience preferred.
- Strong verbal and written communication skills.
- Excellent active listening and problem-solving abilities.
- Proficiency with computers, and Microsoft Office applications, Microsoft Teams experience.
- Ability to multitask and work in a fast-paced environment.
- Strong attention to detail and organizational skills.
- Ability to work on flexible schedules, including evenings, weekends, and holidays as needed.
Preferred Skills
Skills and Competencies
- Excellent customer service orientation
- Active listening and problem-solving skills
- Conflict resolution and de-escalation techniques
- Data entry accuracy
- Time management and multitasking
- Ability to work in a fast-paced environment
- Professional phone etiquette
Team collaboration
Performance Metrics
- Call quality scores
- Customer satisfaction ratings
- Average response and handling times
- First-call resolution rate
- Attendance and reliability
- Productivity and accuracy standards
Working Conditions
Office-based
- Extended periods of sitting and working on a computer.
- Frequent use of telephone and headset equipment.
Salary Range: $17.05 Per Hour
Schedule: 18-24 hours per week, Flexible Schedule requires. Weekends Mandatory
ResponsibilitiesThis position is ideal for individuals who enjoy helping customers, solving problems, and supporting parking operations through exceptional customer service.
Benefit Information: ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Employee Benefits | Front Line Team Members
QualificationsA good job for someone just entering the workforce or returning to the workforce with limited experience and education. ABM is a military and veteran friendly employer, veterans and candidates with military experience encouraged to apply. Military Occupational Specialty Code: 42A, 92S, YN, LS, 0100, 3F1X1, 3F5X1
Salary :
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