Customer Service Representative (Cincinnati, US)

LAZ Parking

Want to hear something crazy? Cars only spend 5% of their time driving. Where do they spend the other 95%? PARKED!

LAZ Parking is one of the largest and fastest growing parking companies in the country. LAZ operates hundreds of thousands of parking spaces across the country. When it comes to parking, we’re the experts!

We are also a PEOPLE FIRST company. We often say “parking is our industry but people are our passion.” Our mission is to “create opportunities for our employees and value for our clients”. If you’re looking to join a growing company led by passionate people committed to being the best – contact us today!

The Spirit of the Position:

The Customer Service Representative greets and creates a welcoming atmosphere for our customers and clients by providing excellent customer service, answering all inbound calls, helping to resolve inquiries, complaints, etc. in a positive manner by troubleshooting any issues that are reported. The representative will also be required to assist with permit sales and support the processing for monthly parking billing; while helping to support and attend to customer needs in person at the walk-up counter.

Principal Job Duties:

  • Greet by/use name, be responsive and timely with correspondence and problem resolution, and display a caring attitude, develop a rapport with the customer base.
  • Support customers, students, faculty and staff of Cincinnati State to obtain and purchase parking permits.
  • Complete cashiering procedures when issuing a sale, refund or return.
  • Complete daily DCR reports online.
  • Responsible for daily, weekly, monthly, annual and other reporting as required.
  • Track, conduct and report ticket and revenue audits and reconciliations.
  • Adhere to script when making and receiving calls.
  • Responsible for maintaining an accurate and up-to-date database of calls and calling activities and preparing reports accordingly.
  • Resolve and/or address customer service issues or questions related to permits and escalate issues as needed.
  • Enter all call data/information into the tracking system accurately.
  • Maintain all processing records as required including sales logs.
  • Act as a customer service liaison to patrons regarding operational inquiries, questions, refunds, etc. via phone, email and in-person.
  • Support daily operations of the parking garage facilities at Cincinnati State.
  • Assist customers as needed over intercom system, in lobbies, lanes, and in the parking office.
  • Communicate with co-workers and manager to remain up-to-date on any information regarding the system that may need to be relayed to callers.
  • Other related duties as assigned.

Requirements

Education:

  • High school diploma or GED required.
  • Bachelor’s degree preferred.

Experience:

  • Strong customer service experience.
  • Strong understanding of computer systems.
  • Cash handling experience required.
  • Call center/customer service counter experience is preferred but not required.
  • Familiarity with Cincinnati State parking system.
  • Parking industry experience is preferred but not required.
  • Knowledge of Excel, Word, Power Point and General Microsoft Office Applications.
  • Use of professional communication tools including email.

Skills:

  • Ability to communicate professionally and effectively.
  • Excellent phone, interpersonal, and organizational skills
  • Ability to thrive in a fast-paced, ever changing environment.
  • Energetic and outgoing personality (people person).
  • Never Ever Give Up attitude.
  • Willingness to do what is needed for operation to succeed.
  • Ability to speak, read, and comprehend the English language.
  • 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 25 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

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 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.

This Employer participates in E-Verify.

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