call center supervisor - Las Vegas, NV

Job Details · Description · 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 contin ...

Job description

Job Details

Description
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 75+ 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 supervisor, you'll have the opportunity to lead & connect with a diverse group of individuals over the phone. Your primary focus will be to ensure our team members are providing exceptional customer service, answering inquiries, and resolving issues promptly. You'll lead a team where the goal is to communicate effectively and efficiently. Other duties and responsibilities are embodied in our Company's core values as follows:

Accountability

• Supervise and coordinate activities of workers engaged in customer service activities.
• Communicate job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.
• Maintain staff by assisting managers with recruiting, selecting, orienting, and training employees.
• Maintain work flow by monitoring productivity levels and performance; work with Site Manager to implement cost reduction initiatives; and support a spirit of cooperation within and between locations/departments.
• Maintain quality service by establishing and enforcing organization standards.

Family

• Reconcile shift reports/revenue and make daily deposits.
• Ensure operation of equipment by calling for repairs; evaluate equipment and techniques.
• Plan, prepare, and devise work schedules, according to budgets and workloads.

Exceptional Ace Service

• Observe and evaluate employees' performance.
• Issue instructions and assign duties to staff.
• Communicate with departments and management to resolve problems and expedite work.
• Interpret and communicate work procedures and company policies to staff.
• Assist employees in resolving problems and completing work.
• Resolve complaints and answer questions of customers regarding services and procedures.
• Reviews and check work of subordinates such as reports, records, and deposits for accuracy and corrects errors.
• Prepare, maintains and submit shift reports and personnel reports.

Communication

• Make recommendations to management concerning staff and improvement of procedures.
• Maintain safe and clean work environment by educating and directing personnel on the use of equipment and resources.
• Maintains working relationship with the union by following the terms of the collective bargaining agreement.
• Resolve personnel problems by analyzing data, investigating issues, identifying solutions
• Contribute to team effort by accomplishing related results as needed.

Profitability

• Possess thorough knowledge of parking fee structures, special event/group discounted parking, monthly passes and all validation procedures.
• Process parking transactions accurately, calculate fees, collect payment and offer an appropriate departing comment.
• Maintain personal security of bank and cash transactions.

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

• Minimum of one year supervisory experience.
• Previous customer service or call center experience is a plus.
• Demonstrate exceptional oral communication skills by conveying information effectively.
• Maintain a professional personal and uniform appearance in accordance with Company standards.
• Demonstrate a guest-driven service style with a sense of urgency in interactions, execution and recovery.
• Proficiency in using CRM software and call center technology.
• Excel in deescalating situations with unsatisfied guests.

What We Can Offer You for All Your Hard Work:

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

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:

describing the accommodation.