Parking Call Center Representative- Part Time Evenings

Overview

Benefit Information: ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Employee Benefits | Front Line Team Members

A good job for someone just entering the workforce or returning to the workforce with limited experience and education. ABM is a military and veteran friendly employer, veterans and candidates with military experience encouraged to apply. Military Occupational Specialty Code: 42A, 92S, YN, LS, 0100, 3F1X1, 3F5X1 

Responsibilities

• Answer inbound customer calls and respond to inquiries in a timely and professional manner.
• Make outbound calls for escalations only.
• Resolve customer concerns, complaints, and issues while maintaining a high level of customer satisfaction.
• Accurately document customer interactions in the company database.
• Provide information regarding parking structures. 
• Escalate complex issues to supervisors regarding their parking garage. 
• Meet or exceed established performance metrics, including quality, productivity, and customer satisfaction goals.
• Maintain confidentiality and comply with company policies and procedures.
• Troubleshooting with parking ticket issues, payment issues, online reservations, 
• Provide information on parking locations, rates, operating hours, special event parking, and transportation options.
  • Maintain an assigned work area, which may be a business entrance, and performs housekeeping duties to ensure cleanliness and adhere to safety policies 
   

• Bilingual abilities are a plus.
• Experience handling high-volume call environments.
• Ability to adapt quickly to changing priorities and procedures.
• Experience in parking operations, transportation, municipal services, or customer service environments.
• Familiarity with parking management software and payment processing systems.

• Excellent customer service orientation
• Active listening and problem-solving skills
• Conflict resolution and de-escalation techniques
• Data entry accuracy
• Time management and multitasking
• Ability to work in a fast-paced environment
• Professional phone etiquette
• Team collaboration

• Call quality scores
• Customer satisfaction ratings
• Average response and handling times
• First-call resolution rate
• Attendance and reliability
• Productivity and accuracy standards

• Office-based
• Extended periods of sitting and working on a computer.
• Frequent use of telephone and headset equipment.

Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Previous customer service or call center experience preferred.
• Strong verbal and written communication skills.
• Excellent active listening and problem-solving abilities.
• Proficiency with computers, and Microsoft Office applications, Microsoft Teams experience.
• Ability to multitask and work in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Ability to work on flexible schedules, including evenings, weekends, and holidays as needed.