CUSTOMER SERVICE REP/ATTENDANT in WILMINGTON, North Carolina at Pivot Parking LLC

Job Summary:

The Parking Customer Service Representative plays a crucial role in delivering exceptional

customer service to patrons using parking facilities. This position involves assisting customers with

inquiries, providing information, and resolving issues related to parking services. The Parking

Customer Service Representative serves as a frontline representative of the parking operation,

ensuring positive interactions and a seamless parking experience for customers.

Schedule:

Weekend/ Evening shift (Thursday-Sunday 5pm-3am)

Key Responsibilities:

Customer Assistance:

• Greet customers in a friendly and professional manner, providing assistance and guidance

as they enter and exit parking facilities.

• Answer inquiries from customers regarding parking rates, payment options, parking

regulations, and directions to specific locations.

• Assist customers with parking equipment, such as ticket dispensers, payment kiosks, and

access gates.

Issue Resolution:

• Address customer concerns, complaints, or disputes in a courteous and timely manner,

striving to resolve issues to the customer's satisfaction.

• Handle escalated situations with tact and diplomacy, seeking assistance from

management or security personnel as needed.

• Document customer feedback and complaints for further review and improvement of

parking services.

Payment Processing: (not applicable to all CSR positions)

• Collect parking fees from customers and issue receipts or tickets as necessary, ensuring

accuracy in transactions and compliance with payment policies.

• Process credit card payments, cash transactions, and validation vouchers using designated

payment systems.

• Reconcile cash drawers and perform end-of-shift cash-out procedures according to

established protocols.

Information Provision:

• Provide information to customers regarding parking availability, event parking, shuttle

services, and other relevant details.

• Distribute promotional materials, maps, or brochures to inform customers about parking

facilities and amenities.

• Maintain a thorough understanding of parking policies, rates, and procedures to effectively

communicate with customers.

Customer Engagement:

• Proactively engage with customers to enhance their parking experience and address any

potential issues or concerns.

• Solicit feedback from customers to identify areas for improvement and opportunities to

enhance service delivery.

• Build rapport with repeat customers and regular patrons, fostering a positive and

welcoming atmosphere.

• High school diploma or equivalent; additional education or training in customer service is

preferred.

• Previous experience in customer service, hospitality, or retail environment is advantageous.

• Excellent interpersonal and communication skills, with the ability to interact effectively with

diverse individuals.

• Strong problem-solving abilities and a customer-focused approach to service delivery.

• Familiarity with basic computer operations and proficiency in using point-of-sale systems

or payment terminals.

• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

• Flexibility to work various shifts, including evenings, weekends, and holidays, as required.