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Part Time Overnight Customer Support, Guaranteed Schedule in Vancouver at Impark

Date Posted: 8/7/2018

Job Snapshot

  • Employee Type:
    Part-Time
  • Location:
    Vancouver
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    8/7/2018

Job Description

Impark is one of the largest parking management companies in North America. We have 55 years of experience, and currently operate parking facilities in more than 240 cities across the United States and Canada. Our business continues to prosper and grow. As a result, we are looking for exceptional people to join our workforce. People who are committed, ambitious, and eager to learn. People like you.

Our continued success is driven by our core values, which are:

Be admirable: Always conduct yourself in an honest and professional manner.
Create positive energy: Choose optimism.
Be a trailblazer: Drive innovative ways to achieve growth.
 

These values guide our actions and keep us on the right path. At Impark, the most successful people are those individuals who integrate these beliefs into their actions at work, and incorporate them into everyday behavior.

Impark is currently looking for a PART TIME 24/7 SERVICES REPRESENTATIVE  to work at our VANCOUVER location.
 

Role Description

24/7 Services is responsible for providing 24/7/365 instant support to consumers who are at one of our parking lots and contact us by phone or intercom for assistance ‘right now’.  We also respond to customer emails and social media posts on Twitter and Facebook.  

Our friendly, professional team members solve problems with our parking app, a meter, a parking gate, entrance or exit, quickly and painlessly so our customers can get back to what they were doing before.

24/7 Team members provide a high standard of customer care on five primary customer concern themes: 

  1. ‘Help’ (Emergency Support): something isn’t working for some reason and I need help right now.
  2. Billing or Payment: the parking rate is wrong or there was an error in billing for my hourly or monthly parking. 
  3. Account Maintenance: I want to sign-up or cancel my monthly parking, or make an update to my phone number, credit card, billing addresses address.
  4. Technical Support: I’m experiencing a technical issue with the parking app or I need to make a change to my app profile.
  5. Complaints: I received a parking notice and I’d like to dispute it.
Key Responsibilities
  • Provide 24/7/365 front-line phone, intercom, email and social media support and expertly resolve customer issues on-the-spot:
    • Answer phone and intercom calls instantly
    • Respond to social media posts within 15 minutes
    • Resolve customer emails within 12 hours
  • Log details of every contact accurately and thoroughly using online SharePoint forms
  • Submit forms for issues requiring specialized support or follow-up including refund request forms, equipment repair tickets, daytime call-backs, or application bug reports.
  • Follow-up and management of forms submitted to ensure on-time resolution
  • Between customer interactions, complete rigorous data quality checks to ensure customer-facing information is correct and up-to-date.Log results and action required in SharePoint forms and follow-up on mitigation
  • Contribute content to materials related to hangTag training and communication, including Knowledge Base articles, FAQ documents, Flow-charts, etc.
Skills and Experience
  • Ability to foster strong customer loyalty with a love of problem solving and a positive, upbeat outlook
  • A self-starter with a positive attitude and proven ability to work independently within mandatory service levels and deadlines
  • Good listener and efficient, effective communicator across mediums. Strong spoken and written English language fluency with excellent writing, grammar and spelling skills
  • Detail oriented with tenacity for accuracy
  • Quick thinker, nimble, accurate and efficient
  • A strong customer service background, preferably in a technical role
  • Ability to prioritize and support technology requests based on fluid business demands
  • Proven experience in troubleshooting software-related issues across common browsers and mobile devices
  • Solid understanding of contact center metrics and service levels, and why they are important
Work Schedule
  • Saturday and Sunday overnights: 11:00pm - 7:30am (16 hours per week)
We Offer
  • Great location ½ block from Bus, Skytrain, Seabus & West Coast Express
  • $17.00 per hour
  • Casual dress code
  • Advancement opportunities

If you describe yourself as a team player, enthusiastic, possess a high level of integrity and the willingness to make a significant contribution, we invite you to apply for this opportunity.

Impark is an Equal Opportunity and Affirmative Action Employer – Minorities/Females/Veterans/Individual with a Disability/Sexual Orientation/Gender Identity