Role Description:

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

Responsibilities:

• Manage department phone calls and emails, ensuring customer service is a top priority and that expectations regarding timelines and flexibility are met.
• Provide administrative support, including data entry, basic filing, and other general office duties.
• Accurately input and maintain data in various databases and spreadsheets, ensuring the accuracy, integrity, and confidentiality of all information.
• Process new monthly parking applications and offer alternative solutions when lots are full.
• Greet all in-person guests and customers, providing direction and assistance as needed.
• Recognize, document, and alert the management team of trends in customer calls.
• Stay informed about changes to parking lots and ensure timely communication to customers when their parking may be affected.
• Understand the services Indigo offers and ensure that customers are well informed.
• Address and resolve customer complaints and appeals in a professional manner.
• Process parking notices, monthly parking invoices, and transient parking.
• 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.

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.