Customer Service Representative Mesa Gateway Airport

Description

Key Responsibilities

• Develop sound critical and decision-making skills necessary to thrive in a fast-paced environment with back-to-back calls while maintaining poise, accuracy, and speed 
• Acting as a fast-moving, courteous company brand ambassador while processing transactions, interfacing with guests, communicating company policies, and enforcing regulations
• Foster customer success, happiness, and satisfaction by building customer rapport, addressing customer inquiries and complaints, providing empathy, and communicating information
• Embrace performance-based call monitoring, recording, and assessment approach to improve communication, timeliness, and overall satisfaction
• Spark accurate, speedy operation while optimizing voice quality, grammar skills, tone, and proactiveness to improve quality and consistency
• Leverage your knack for technology and attention to detail to foster data integrity by gathering information, composing documents, and inputting data
• Answer inbound emails, phone calls, and faxes within department and individual Service Level and Quality goals.  Acts as point of contact for both internal and external parking customers
• Provide comprehensive service and support for Monthly Parking customers, including potential customers, existing customers and stakeholders.
• Provide comprehensive branch, lot and account maintenance support
• Respond to customer inquiries ensuring customers receive timely resolution and accurate information
• Demonstrate excellent customer service to assist in retaining daily parking customers
• Ensure all customer account information is updated accurately and notes are entered for every transaction. 
• Utilize resources such as Online Help, Policy & Procedure manuals, and emails from Supervisors, Management and the Training Department
• Complete and maintain any required  paperwork or record keeping methods
• Keep up to date with changes in workflow, policy, and product knowledge.
• Provides support and training to new CSR positions.
• Keeps accurate records and updates all systems with required information.
• Assists other CSR’s with trouble shooting for clients.
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• Prepares and costs out supply orders for all attendant locations and then uploads the required information to the share drive.
• Monitor and maintain the Storefront email, sorting responding and processing all requests that enter through here.
• Answer inbound calls and meet individual Service Level and Quality goals.  Acts as first point of contact for both internal and external parking customers
• Provide service for telephone-based customers 
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• Other duties as assigned

Skills, Knowledge and Expertise

• Must be at least 18 years of age
• G12/Equivalent
• 1 year Customer service experience in a high-volume, fast-paced environment (ex. Retail, call center), preferred
• Strong work ethic and reliability with professionalism and poise
• Superior interpersonal, verbal, and written communication skills
• Exceptional written oral communication skills
• Strong analytical abilities and sound judgment in decision-making
• Strong attention to detail and high degree of accuracy is key. Fast, accurate and efficient data entry, manipulation and retrieval of data from systems
• Ability to multitask, prioritize, and organize within a structured environment
• Flexibility and adaptability
• Motivated, take initiative and possess strong work ethic
• Ability to respond to customer complaints maintain professionalism at all times
• Conflict resolution
• Exceptional communication, tact and customer service skills. Ability to assist customers with diverse requirements
• Exceptional telephone etiquette
• Intermediate knowledge of computer software applications – MS office
• Ability to successfully and consistently achieve individual and departmental service level goals
• Positive, team-oriented attitude and ability to balance independent workload with broader team goals

Benefits