Call Center Representative

About Us:

One of the reasons why we are the nation’s leading parking management expert is because we recognize that “people” are what makes our company successful. It is this recognition that serves as the foundation and building block for our continued growth and success. Having been in business for over 72+ years, we understand what it means to earn “Every Thank You,” which is treating our clients, partners, guests, and team members with utmost respect and courtesy. As one of the largest privately held management companies, we have the experience, passion, and the know-how to withstand the test of time and to disrupt the new marketplace with exploding new technologies. (About us. Our Legacy)

Culture:

We have a strong, distinctive culture – a culture that is heavily influenced by a shared vision, style, and values. Our company values are the glue that binds our business, clients, and team members. There are some common traits that contribute to our unique culture. Clear values, caring, loyalty, humility, and a deep commitment to community are just a few of them. These characteristics often steer our decision-making and define the way we treat our customers, clients, suppliers, and team members. We guard these values and attributes fiercely.

About the Position:

As a CALL CENTER REPRESENTATIVE, you'll have the opportunity to connect with a diverse group of individuals over the phone. Your primary focus will be providing exceptional customer service, answering inquiries, and resolving issues promptly. You'll work as part of a dynamic team, and your ability to communicate effectively and efficiently is essential.  The schedule is Sat/Sun 3pm-11pm. Other duties and responsibilities are embodied in our Company’s core values as follows:

Accountability

• Take ownership of customer inquiries and issues, ensuring prompt and effective resolution.
• Keep accurate records of customer interactions and follow-up actions.
• Adhere to CALL CENTER policies, procedures, and quality standards.
• Participate in ongoing training and development programs to improve skills and knowledge.

 Family 

• Promote teamwork, cooperation, and mutual respect among CALL CENTER staff.
• Collaborate with team members and supervisors to share insights, best practices, and customer feedback.
• Work together to achieve team and individual performance targets.
• Celebrate achievements and milestones together as a team.

 Exceptional Ace Service 

• Strive to deliver exceptional service experiences to customers on every call.
• Handle inbound and outbound calls from customers, addressing inquiries, resolving issues, and providing product or service information.
• Maintain a high level of parking knowledge to effectively assist customers.
• Understand and address customer needs and concerns with empathy and professionalism.
• Continuously seek ways to improve service quality and exceed customer expectations.

 Communication 

• Communicate with customers in a clear, empathetic, and professional manner.
• Collaborate with colleagues and supervisors to share insights and best practices.
• Escalate complex issues to appropriate departments when necessary and follow up on resolutions.
• Provide feedback on customer trends and issues to improve service.

 Profitability 

• Record and maintain detailed and accurate customer information and interactions in the CRM system.
• Identify opportunities to maximize revenue through customer retention.
• Contribute to cost-effective operations by optimizing call handling processes.
• Utilize resources efficiently to ensure profitability.

About YOU:

The ideal candidate is a great communicator, has excellent phone etiquette, and is dedicated to delivering top-notch customer service.

Your Qualifications: 

• High school diploma or equivalent; some college education preferred.
• Previous customer service or CALL CENTER experience is a plus.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities.
• Ability to handle high call volumes and stressful situations with patience and professionalism.
• Proficiency in using CRM software and CALL CENTER technology.

What We Can Offer You for All Your Hard Work: 

• Medical, dental, vision, life insurance coverage for full-time, eligible employees.
• Flexible Spending Accounts full-time, eligible employees
• 401k
• Vacation/Sick for full-time and part-time employees
• Holiday full-time and part-time employees
• Discount programs

Ace Parking is committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. As part of this commitment, Ace Parking will ensure that persons with disabilities are provided reasonable accommodation. If reasonable accommodation is needed, please email: Memberservices@aceparking.com describing the accommodation.