What are the responsibilities and job description for the CUSTOMER SUPPORT SPECIALIST position at Colonial Parking Inc?
Position Summary
The Customer Support Specialist continuously works to improve the level of service we extend to our clients and parking customers, particularly with respect to incoming telephone calls, incoming email, incoming website requests, new monthly account applications, validation and chaser ticket orders, preferred parking customers, government contract customers, account closings, invoice process, acts as call center team lead and assists with all aspects of customer contact within the Customer Care Department. Maintain a positive attitude while working with customers and clients in a highly intense fast-paced environment. The ability to quickly identify and resolve customer inquiries and to adjust quickly to the changing demands of daily priorities in a professional manner. Flexible schedule and work shifts required. Some weekends and holidays required.
Essential Duties and Responsibilities
Responds to new or existing customer inquiries regarding type of service, alternative services or account status; make sure rates and payments are accurate and up-to-date; inform customers of rate changes and/or delinquent payment status. Fields a variety of incoming customer communications in a professional manner.
Maintains queue schedule and TOD (time on duty) for inbound calls.
Acts as call center team lead.
Understands and meets clear inbound work volume; to include calls, email, applications and all forms of incoming or outgoing customer contact.
Update customer information, make account adjustments and assist with billing and invoice inquiries. Accurately noting of all customer accounts.
Complete knowledge and understanding of all programs within the portfolio of Colonial Parking locations.
Understand all relevant systems within the Customer Care Department. (Zephire, TAD, ADP, eColonial.com, Social Media Outlets, PACS Outlook and more…)
Assist with monthly billing and invoice process.
Daily reporting of activities.
Performs outbound collection efforts by phone, email or physical mailing.
Drive high quality QSR (quality) scores for incoming customer contacts in all mediums.
Fosters positive relationship while working with cross functional departments.
Promotes the department and company standards & core values (1) Remarkable Customer Service (2) Unwavering Accountability (3) High Integrity (4) Continuous Improvement (5) Community Development.
Maintains knowledge of departmental policies and procedures.
Strong communicator with ability to resolve customer inquiries with a one-call resolution.
Understand and follow escalation procedures.
Understand and follow appeasement procedures.
Ability to resolve complex billing issues.
Maintains a flexible schedule and flexible work shifts, as the business needs evolve. Ability to work some weekends.
Ability to adjust to changing demands in daily priority levels and work flow.
Responsible at all times for reviewing, understanding and acknowledging in writing when requested, the company provided policies and procedures that directly support completing my required work duties.
Non-Essential Duties and Responsibilities
Performs other duties as assigned, when necessary.
Minimum Job Qualifications
Associate Degree and/or 3-5 years of customer service or call center experience.
Advanced writing and oral communication skills
2-4 years of inbound customer contact experience
Qualifications Desired
Previous management experience a plus
Previous call center team lead experience a plus
CRM, Help Desk, Incoming Call Center, Customer Facing Experience and basic call center technology.
Previous experience in telecommute or remote customer service SLAs
Proficient in Microsoft Product Suite
Performance Standards
This position will receive an annual performance review from the direct supervisor to discuss actual performance as compared to company stated expectations and agreed upon job related performance goals for the upcoming year.
Physical Demands and Working Conditions
The physical demands of this position and the work environment characteristics described below are representative of those that must be met, with or without reasonable accommodations, by an employee to perform the essential functions of this position. Reasonable accommodations will be made to enable individuals with disabilities to perform these essential job functions.
Physical Demands: As part of performing the duties associated with this position, the employee will be required for a period of time to stand, walk, sit, handle tools or controls, reach with hands or arms, talk and hear.
Work Environment: While performing the duties of this position, the employee may be subjected to weather conditions prevalent at the time. The noise level in this work environment can range from minimal to moderate.
Internal Contacts
Daily internal contact with Call Center Assistant Manager, Contract & Strategic Accounts Manager, other members of the management team, and line management, professional employees and the hourly work force.
External Contacts
External contact with monthly customers, potential new customers, daily parkers, vendors and clients. Additional contacts as deemed necessary.
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