Customer Service Representative

Overview All parking management companies are not the same. Concord Parking is unique, and our approach is changing how leading organizations make the most of their parking assets. We’ve grown rapidly as a result of delivering technology and innovation not previously offered by traditional parking companies. Our focus is on providing clients with specialized parking management services that:  Enhance the customer parking experience  Utilize the best in industry technology  Maximize revenue and return on parking assets  Provide clients with highly skilled and motivated personnel  Concord Parking offers a great working environment and the most development opportunities of any parking enforcement company in the country. As a part of the Paladin Security Group, we have a coast-to-coast reputation as an Employer of Choice. We have been selected as a Best Place to Work by Glassdoor and are the only security firm ever to be recognized as one of Canada’s Best Managed Companies. Job Skills / Requirements This customer facing administrative position is responsible for responding to incoming violation dispute/appeal requests, helping clients solve problems and resolve disputes. The Customer Service Representative is a dispute resolution specialist who investigates issues, studies all parties involved, gathers, and analyzes data, performs risk assessments, and develops strategies that will benefit all parties in a friendly, fair but firm manner. Key Responsibilities Utilizes excellent communication and customer service skills responding to dispute emails received from customers. Process cancellations and violation payments.  Process vehicle owner data imports and exports to facilitate the collection process. Process email-based collection letters for post-secondary institutions. Print and mail collection letters for outstanding parking violations. Monitors parking telephone messages for meter issues, tracking and dispatching to the team for investigation. Respond to customer enquiries and process permit purchases. Ensures full compliance with data privacy rules as required by ICBC and AMVIR Makes recommendations to operations regarding common/frequent disputes such as signage discrepancies at parking sites. Refine and update appeal response templates. Verification of roadside assistance service requests Escalation complicated appeals to a manager for further review Perform other duties as requested to assist with corporate and/or branch needs. Additional Information / Benefits Extended Health Benefit eligibility after 6 months of full-time work Experience required 3 years of outstanding customer service, call center or collections experience is required. Clerical or data entry experience. A combination of experience and education will be considered. Knowledge Skills & Abilities Proficient computer software skills in MS Office 365, database management, and enterprise systems  Excellent communication and interpersonal ‘soft’ skills Great problem-solving aptitude and attention to detail Comfortable working in a fast-changing dynamic atmosphere with multi-functional and multi-departmental levels  Ability to make quick decisions with limited information and prioritize subsequent tasks quickly. Ability to be adaptable, flexible, and use common sense Used to working and adhering to company procedures. Salaried Full-time Hybrid position  $42, 000.00 annually to start, increases based on performance. Monday to Friday 8 am – 4 pm Benefits: Medical Insurance, Life Insurance, Dental Insurance This job reports to the Project Manager This is a Full-Time position 1st Shift . Number of Openings for this position: 1