Customer Service Representative

at  Concord Parking

Customer Service Representative
This customer facing administrative position is responsible for responding to incoming violation dispute/appeal requests, helping clients solve problems and resolve disputes. The Customer Service Representative is a dispute resolution specialist who investigates issues, studies all parties involved, gathers, and analyzes data, performs risk assessments, and develops strategies that will benefit all parties in a friendly, fair but firm manner.

EXPERIENCE REQUIRED

• 3 years of outstanding customer service, call center or collections experience is required.
• Clerical or data entry experience.
• A combination of experience and education will be considered.

KNOWLEDGE SKILLS & ABILITIES

• Proficient computer software skills in MS Office 365, database management, and enterprise systems
• Excellent communication and interpersonal ‘soft’ skills
• Great problem-solving aptitude and attention to detail
• Comfortable working in a fast-changing dynamic atmosphere with multi-functional and multi-departmental levels
• Ability to make quick decisions with limited information and prioritize subsequent tasks quickly.
• Ability to be adaptable, flexible, and use common senseUsed to working and adhering to company procedures.

• Utilizes excellent communication and customer service skills responding to dispute emails received from customers.
• Process cancellations and violation payments.
• Process vehicle owner data imports and exports to facilitate the collection process.
• Process email-based collection letters for post-secondary institutions.
• Print and mail collection letters for outstanding parking violations.
• Monitors parking telephone messages for meter issues, tracking and dispatching to the team for investigation.
• Respond to customer enquiries and process permit purchases.
• Ensures full compliance with data privacy rules as required by ICBC and AMVIR
• Makes recommendations to operations regarding common/frequent disputes such as signage discrepancies at parking sites.
• Refine and update appeal response templates.
• Verification of roadside assistance service requests
• Escalation complicated appeals to a manager for further review
• Perform other duties as requested to assist with corporate and/or branch needs.

All parking management companies are not the same. Concord Parking is unique, and our approach is changing how leading organizations make the most of their parking assets. We’ve grown rapidly as a result of delivering technology and innovation not previously offered by traditional parking companies. Our focus is on providing clients with specialized parking management services that:

• Enhance the customer parking experience
• Utilize the best in industry technology
• Maximize revenue and return on parking assets
• Provide clients with highly skilled and motivated personnel

Concord Parking offers a great working environment and the most development opportunities of any parking enforcement company in the country. As a part of the Paladin Security Group, we have a coast-to-coast reputation as an Employer of Choice. We have been selected as a Best Place to Work by Glassdoor and are the only security firm ever to be recognized as one of Canada’s Best Managed Companies.
Extended Health Benefit eligibility after 6 months of full-time work