Job Description

Dean Group is currently looking for a Customer Service Representative (parking services) for a reputable client in Waterloo.Location: Waterloo, On
Pay rate: $25.00/hourHours: Start times will be between 7:15am and 8:45am. 35hours a week/work schedule.
Contract Length: Starting Sept 5, 2023 for approx. 6 monthsKey job duties:

• First of point of contact for parking services
• Provide exceptional front-line service to all customers and clients
• Support with operations such as financial processing, parking coordination, special event support and managing departmental social media platforms.
• Resolve problems/disagreements related to violation of the Traffic & Parking Regulations
• Answers multiple incoming calls regarding a variety of inquires (le. tickets, account updates, vehicle information, permit types etc.)
• Assesses eligibility of requested services, verifies submitted supporting documentation, and responds in timely, accurate, & professional manner
• Resolves problems independently or escalates to management issues that are unique/potentially serious/or aggravated in nature
• Support by addressing inquiries and answering questions from walk-ins.
• Other duties as assigned

Parking Enforcement:

• Communicates (verbally and in writing) in all matters of parking infraction resolution: reviews process for ticket payments, explains next steps for vehicle retrieval, etc.
• Places holds on accounts that exceed threshold amount.
• Arranges towing services for vehicles illegally parked.
• Coordinates release of towed vehicles.
• Coordinates all aspects of monthly meetings with the Appeal Committee
• Attends meetings, take accurate minutes, and promptly follows up on decisions made by the Appeals Committee.
• Uses and maintains confidential information related all areas of parking operation
• Responsible for opening and closing the office
• Ensure that log of overnight parking/special requests and tow log are collected, delivered, and up to date each day from the Special Constables office
• Process all new parking application through dedicated software in a timely manner and high degree accuracy.
• Issues and provides permits on a daily, termly, and yearly basis.
• Runs reports
• Responds to radio calls in regards to parking infractions, gate issues, unexpected events, blocked access.
• Prints and distribute parking vouchers for gated locations for either reserved parking or large event parking.
• Supports staff with requests
• Answer frequent gate calls to assist with entry, exit, or prepares for processing payments through dedicated software.
• Prepares, obtains approvals, and sends out correspondence as required
• Maintains parking and financial documentation
• Assists with scheduling and coordination different events
• Support booking of parking lots, providing permits, collecting fees, and processing payments.
• Supports Parking Enforcement Officers and Special Constable Services during special events, parking lot closures, or permit changes.
• Provides feedback to management in regards to parking service improvements.
• Provides assistance to Parking Enforcement & campus community with troubleshooting various parking systems: transponder operation, credit card billing, and gates operation, etc.

Coordination/Money Management:

• Assists with the coordinating meetings, organization of team building & training, events and providing support for external visits.
• Manages emails and calendar
• Ensures all incoming and outgoing mail is handled in a confidential manner
• Responsible for ordering supplies.
• Balances supervisor\'s float and front-line registers on daily basis.
• Processes parking payroll deductions and billing promptly
• Responsible for counting cash payments collected weekly from pay machines.
• Ensures that parking requests are clearly documented and submitted to the financial coordinator for processing.
• Responsible for balancing, reporting, and uploading cash/credit reports
• Reconciles front office cash and credit card transactions, internet sales and prepares bank deposit runs daily, weekly, and monthly.
• Works closely with departmental finance coordinator to ensure that all processes are followed.
• Collects and sends all required documents to finance for year end
• Other duties as required

Qualifications/Requirements:

• Post-secondary education in Business, Finance or Communication or equivalent
• Previous Customer Service experience in a fast paced environment
• Basic understanding of accounting principles
• Ability to remain stay calm and organized during busy and changing environments
• Must be mature and well-mannered
• High level of professionalism
• Ability to deal with people experiencing anger, frustration, and stress
• Strong problem solving abilities
• Excellent communication skills (verbal and written)
• Effective time management and organizational skills
• Able to take initiative
• Must be able to blend in well with a small, tight knit team.
• Ability to multitask and prioritize

Apply today by sending your resume to ! Only suitable candidates will be contacted directly to set up an interview.DEAN Group is in compliance with the Accessibility for Ontarians with Disability Act (AODA), 2005 and will, upon request, provide the information in this communication or documentation about our services in a format that takes into account a person\xe2\x80\x99s disability.All Dean Group staff are fully trained and have established a Customer Service Standard in an effort to ensure that our office provides excellent customer service for all, including those with disabilities.DEAN Group is pleased to assist those who may require specific accommodations due to a personal disability. We would ask that those who require assistance to notify our offices as soon as possible if accommodation is necessaryDGK 2

Dean Group