Customer Service Representative

The Spirit of the Position:

The Customer Care Representative (CCA) greets and creates a welcoming atmosphere for customers and clients by providing excellent customer service, to include answering inbound calls, responding to inquiries, resolving complaints, troubleshooting any issues that are reported, and providing accurate parking system information. CCA’s are also required to help support and attend to customer needs in person at the walk-in counter located in the Customer Care Center.

Principal Job Duties:

• Greet customers in a friendly manner, is responsive and timely with correspondence and problem resolution, and display a caring attitude while answering calls or at the front counter.
• Develop a rapport with the customer base that uses The Ohio State University parking system, a large, complex parking operation located on a college campus.
• Develop proficiency in the use of computer systems used to answer customer calls, sell customer permits, manage customer accounts, and track customer issues.
• Assist visitors, students, faculty, and staff of The Ohio State University obtain and purchase parking permits.
• Complete cashiering procedures when processing a sale, refund, or return, and maintain all accounting reports and processing records for transactions, as required.
• Adhere to standard responses when making and receiving calls and addressing routine inquiries.
• Assist customers in paying or disputing citations and modifying or updating account information.
• Remain up to date on any parking system information that may need to be relayed to customers.
• Respond to all requests received in the Welcome email account for new Medical Center Orientation employees.
• Demonstrate continuous process improvement by providing feedback to management about the parking system and online permit system.
• Maintain the electronic document filing system by scanning physical documentation and linking it to the customer’s account.
• Perform permit fulfillment and mailings.
• Prepares citation letters for mailing.
• Other related duties as assigned.

Requirements

Education:

• High school diploma or GED required.

Experience:

• Strong customer service experience.
• Strong understanding of computer systems.
• Call center experience is preferred but not required.
• Knowledge of Microsoft Office applications, including Excel, Word, Power Point, and Outlook.

Skills:

• Ability to communicate professionally and effectively.
• Excellent phone, interpersonal, and organizational skills.
• Ability to speak, read, and comprehend the English language.
• Bilingual abilities are preferred but not required.
• Must be open to feedback, differing opinions, and other points of view.
• Demonstrates a sense of urgency and timeliness.
• Demonstrates the ability to seek improvement.
• Excellent teambuilding and interpersonal skills.

Physical Demands: Ability to lift, push, and pull at least 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential duties/functions.

FLSA Status: Non-Exempt

Hours: 30 hours per week. Must be available and willing to work evenings when needed.

Location: OSU Columbus, OH, Campus

To be hired, all candidates must pass a background check and pre-employment drug screen.

LAZ Parking is an equal opportunity employer. In all our employment practices, including hiring, we are firmly committed to equal opportunity without regard to race, religion, color, sex, age, national origin, citizenship, disability or any other basis of discrimination prohibited by applicable local, state, or federal law. No question in our application process is used for the process of limiting or excluding any applicant's consideration for employment on such grounds.

LAZ Parking is an equal opportunity employer. In all our employment practices, including hiring, we are firmly committed to provide equal employment opportunity (EEO) to all persons, regardless of race, color, religion, sex, national origin, disability, age, genetics, Vietnam era, special disabled, recently separated and other protected veterans, or any other characteristic protected by federal, state or local law. No question in our application process is used for the process of limiting or excluding any applicant's consideration for employment on such grounds.
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