Customer Service Representative at LAZ Parking in Jersey City, NJ

Summary: LAZ Parking is one of the largest and fastest growing parking companies in the country, seeking a Customer Service Representative to join their team. The role involves engaging with customers to provide information about parking services and ensuring customer satisfaction through effective communication and problem resolution.

Responsibilities:
- Greet customer by name, be responsive and timely with correspondence and problem resolution, and display a caring attitude, develop a rapport with the customer base
- Be professional, courteous, and tactful to customers always
- Greet, engage, and thank customers 100% of the time
- Provide introductory information to new customers
- Ensure that customers are satisfied with our parking products and services
- Alert customers to additional products or services that may be available
- Strive to communicate helpful solutions and provide exceptional service to customers
- Determine the quickest, most effective way to answer or respond to customer questions
- Maintain expert knowledge about the parking and enforcement operation and communicate accurate information about applicable policies, rules, and regulations
- Respond to customer phone calls, voice messages and emails promptly
- Guide customers through the permit application, extension, and cancellation process
- Adhere to established policies and standardized responses when addressing routine inquiries
- Help customers navigate rrparking.com and proper use of Company and third-party apps and payment systems
- Diffuse and de-escalate potential conflicts or other difficult customer-service related challenges
- Escalate queries and concerns that you are unable to address
- Log customer contact information and enter data into the call log/tracking system
- Maintain and update all customer accounts and databases
- Collaborate with other customer service/call center team members to find appropriate solutions and improve customer service
- Support LAZ/MNR field operations as required
- Review established KPI’s to improve performance and drive results
- Perform other related duties as assigned
- Utilizing guest feedback, recommend process improvements and system enhancements to Management that improve the guest experience
- Consistently live up to the LAZ Mission, Values and Practices

Required Qualifications:
- Strong customer service experience
- Proficient in basic computer skills in the parking revenue control system
- Able to work with or without supervision
- Able to communicate professionally and effectively
- Timely and demonstrates sense of urgency
- Excellent teambuilding and interpersonal skills
- A team player and can help motivate your team
- Able to communicate professionally and effectively
- Excellent phone interpersonal and organizational skills
- Ability to speak, read and comprehend English language
- Demonstrate a sense of urgency and timeliness
- Demonstrate the ability to seek improvement
- Caring attitude, friendly demeanor, helpful positive outlook

Preferred Qualifications:
- High school diploma or GED preferred but not required
- Parking industry experience is preferred but not required
- Bi-lingual abilities, including Spanish are preferred but not required

Required Skills: Parking revenue control system, Microsoft Word, Microsoft Excel, Microsoft Office, Bilingual Spanish

Benefits: Sign-On Bonus: up to $350, Referral Bonus: $350 for EACH person you refer, Flexible Schedule, Pay Active – On-demand access to earned wages, get up to 50% of your earned wages immediately, Paid training, Free company uniform, Health Coaching & Resources- One-on-one health coaching is available to all employees whether you choose to enroll in LAZ Benefits or not., Employee Assistance Program (EAP) you and eligible members of your household have 24/7 access to confidential counseling., Smoking Cessation Program, 401(k) with Employer Match, Medical, dental, vision – 3 plan options!