Role Description:

The Guest Services Representative is a customer service expert focussed on solving customer concerns and managing their monthly parking and notice disputes. The GSR is often the first and last point of contact for many customers.

Responsibilities:

• Manage department phone calls and e-mails ensuring that customer service is a top priority and that we meet expectations regarding timelines and flexibility.
• Greet all in person guests and customers. Direct and assist them as needed.
• Recognize, document, and alert the management team of trends in customer calls.
• Accurately input and maintain data in various databases and spreadsheets, ensuring the integrity and confidentiality of information.
• Process new monthly parking applications and provide alternative solutions if lot is full.
• Stay informed on changes in lots and ensure that customers are updated in a timely manner when their parking may be affected.
• Understand the services Indigo offers and ensure that customers are well informed.
• Resolve customer complaints and appeals regarding violation notices.
• Process parking notices, monthly parking invoices and transient parking.
• Provide administrative support, basic filing, data entry, and other office duties.
• Other duties as assigned.

Job requirements:

• Minimum of 1 year of experience in a customer service, call center, or clerical position.
• Previous experience in the parking industry would be considered an asset.
• Certificate or Diploma in Business Administration considered an asset.
• The position requires 100% of work hours to be performed at the office.
• Bilingual (English and French)

Skillsets:

• Professional communication and interpersonal skills.
• Empathetic and a customer-focused mindset.
• Ability to analyze, interpret, and negotiate with parking customers while offering appropriate resolutions.
• Manage and maintain confidential information.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to work efficiently in a team.
• Accurate and well organized with the ability to prioritize effectively.
• Enthusiasm for on-going learning, coaching, and training.
• Positive mindset and embraces changes in the workplace.
• Proficient in Microsoft Office (Outlook, Word, PowerPoint, Excel, Teams).
• Working knowledge of office equipment including multi-line telephones, printers, and fax machines.
• Bilingualism (English and French) required.