- Completion of High School or GED.
- Previous experience in Customer Service (experience in call center is preferred).
- Ability to communicate in languages other than English is a plus.
- Outstanding interpersonal and communication skills.
- Proficiency in writing and using a keyboard.
- Knowledge of internet usage and data entry.
- Ability to remain calm and professional in challenging situations.
- Responsible for all customer and parking-related verbal and written communications.
- Identify and resolve appeals within the defined scope.
- Review and address various types of appeals and complaints.
- Assist with payment inquiries and Registry of Motor Vehicles issues.
- Maintain Issue Tracking Portal (ITP) database for customer communications.
- Properly code, assign, and follow up on customer responses.
- Manage information and reporting to meet passenger expectations and company requirements.
- Assist in escalating concerns to relevant departments and ensuring customer follow-up.
- Develop and use professional templates for customer communication.
- Complete assigned tasks as needed.
- Ensure the Customer Services Center meets performance goals.
- Help reduce queue time and call duration.
- Assist with database response time.
- Promote overall passenger satisfaction.
- Provide passenger assistance on parking-related matters.
- Assist customers with payments and citations.
- Offer guidance on purchasing parking permits or daily fares.
- Provide support for technical issues and purchases.
- Adhere to safety rules and procedures at all times.
- Work environment may vary.
- Position may require some physical effort but is generally sedentary.
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Parking Customer Experience Specialist - Boston, United States - Keolis North America LLC
Description
Requirements to Meet:
Skills Needed:
Description of the Job:
We are looking for a Customer Service Representative to join our team. In this role, you will be responsible for handling all customer and parking-related communications, addressing appeals and complaints, and ensuring customer satisfaction.
Responsibilities:
Additional Responsibilities:
Working Conditions:
Additional Information:
Drug and Alcohol Screening: Successful candidates must pass pre-employment drug and alcohol tests and background checks.
Safety Commitment: Safety is a top priority at our company, ensuring the well-being of all stakeholders.
Environmental Commitment: We are dedicated to minimizing our environmental impact.
EEO Statement: Equal Employment Opportunity regardless of race, color, religion, age, or other factors.
Disclaimer and Closing Statement: Description of work responsibilities, qualifications, and company commitment. Other duties may be assigned as needed. Competitive compensation, benefits, and development opportunities are provided.
