Payments Success Specialist – SDR
Weave
Event and Billing Administrator
Reimagined Parking
full-time
Posted on:
Origin: • 🇺🇸 United States • Washington
Visit company websiteSalary
💰 $23 - $26 per hour
Job Level
Junior
Tech Stack
Spark
About the role
- Customer Service Representative processing written transaction requests from Monthly Parking, Transient customers and stakeholders.
- Provides consistent and professional customer service in assisting internal and external customers with monthly and daily parking requirements.
- Develop sound critical and decision-making skills necessary to thrive in a fast-paced environment with back-to-back calls while maintaining poise, accuracy, and speed
- Acting as a fast-moving, courteous company brand ambassador while processing transactions, interfacing with guests, communicating company policies, and enforcing regulations
- Foster customer success, happiness, and satisfaction by building customer rapport, addressing customer inquiries and complaints, providing empathy, and communicating information
- Embrace performance-based call monitoring, recording, and assessment approach to improve communication, timeliness, and overall satisfaction
- Spark accurate, speedy operation while optimizing voice quality, grammar skills, tone, and proactiveness to improve quality and consistency
- Leverage your knack for technology and attention to detail to foster data integrity by gathering information, composing documents, and inputting data
- Answer inbound emails and phone calls, within department and individual Service Level and Quality goals. Acts as point of contact for both internal and external monthly parking customers
- Provide comprehensive service and support for Monthly Parking customers, including; potential customers, existing customers and stakeholders.
- Provide comprehensive branch, lot and account maintenance support
- Respond to customer inquiries ensuring customers receive timely resolution and accurate information
- Demonstrate excellent customer service to assist in retaining Monthly Parking customers
- Ensure all customer account information is updated accurately and notes are entered for every transaction.
- Utilize resources such as Online Help, Policy & Procedure manuals, and emails from Supervisors, Management and the Training Department
- Complete and maintain any required paperwork or record keeping methods
- Enter customer payment information for PAP or credit card when received by e-mail or letter as well as over the phone.
- Keep up to date with changes in workflow, policy, and product knowledge.
- Provides support and training to new CSR positions.
- Keeps accurate records and updates all systems with required information.
- Assists other CSR’s with trouble shooting for clients.
- Processes all work orders and meter out reporting and uploads the required documents to the share drive.
- Process hotel voids and enters into wireless system for revenue purposes.
- Prepares and costs out supply orders for all attendant locations and then uploads the required information to the share drive.
- Maintains deliverable calendar to ensure all departments meet external deadlines.
- Monitor and maintain the Storefront email, sorting responding and processing all requests that enter through here.
- Issue, enter, and track Temporary paper passes as needed
- Answer inbound calls and meet individual Service Level and Quality goals. Acts as first point of contact for both internal and external monthly parking customers
- Provide service for telephone-based customers for sign-ups and maintenance of monthly parking accounts.
- Provide user support/assistance to customers using the web-based interface.
- Complete all after-call work required to finalize a new customer sign-up or modify an account.
- Receive and accurately data enter customer information, credit card and pre-approved payment sign-up information.
- Assist daily parkers with meter out of orders and requests for information
- Other duties as assigned
Requirements
- Must be at least 18 years of age
- G12/Equivalent
- 1 year Customer service experience in a high-volume, fast-paced environment (ex. Retail, call center), preferred
- 1 year data entry experience equaling 40 WPM
- Knowledge of contact center policies and software, including CRM, phone systems, etc
- Strong work ethic and reliability with professionalism and poise
- Superior interpersonal, verbal, and written communication skills
- Exceptional written oral communication skills
- Strong analytical abilities and sound judgment in decision-making
- Strong attention to detail and high degree of accuracy is key. Fast, accurate and efficient data entry, manipulation and retrieval of data from systems
- Ability to multitask, prioritize, and organize within a structured environment
- Flexibility and adaptability
- Motivated, take initiative and possess strong work ethic
- Ability to respond to customer complaints maintain professionalism at all times
- Conflict resolution
- Exceptional communication, tact and customer service skills. Ability to assist customers with diverse requirements
- Exceptional telephone etiquette
- Intermediate knowledge of computer software applications – MS office
- Ability to successfully and consistently achieve individual and departmental service level goals
- Positive, team-oriented attitude and ability to balance independent workload with broader team goals
