Guest Services Manager Office/call Center
Calgary, AB, Canada
Job Description
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Indigo Park is looking for an analytical problem solver with strong organizational and professional customer service skills who communicates effectively for our Calgary office. As a detailed oriented and accuracy-driven Guest Services Manager, you will oversee the Administrative Departments in both Calgary and Edmonton. You will be managing the department\xe2\x80\x99s day-to-day operations, coordinating administrative duties, coaching and mentoring the team and overseeing the ins and outs of managing the office. Duties and Responsibilities Managerial Tasks:
- Managing day-to-day operations including assigning tasks, coordinating staff, and ensuring that the office runs efficiently and to company standards
- Supporting and coaching employees through problem resolution and decision-making processes when dealing with guests and clients
- Developing and maintaining employee performance by establishing corporate and individual goals, succession planning, and issuing disciplines when required
- Distributing workloads fairly and cross-training employees
- Hiring and training of new employees
- Handling escalated calls, e-mails, and in-person guest interactions
- Monitoring and controlling expenses and budgets for department
- Assisting team at all levels, including in taking calls and performing of tasks within the Guest Services Department
- Other duties as assigned
- Managing inbound and outbound calls in a timely manner
- Answering and responding to letters and emails within department
- Resolving customer complaints and appeals regarding violation notices
- Assisting with company inquires for walk in customers
- Maintaining accurate and updated file notes for ongoing history and referencing
- Accepting payment by POS for parking notices, monthly parking invoices and transient parking
- Providing administrative support, basic filing, data entry, and other clerical duties
- Point person for maintenance, mailing, shipping, supplies, equipment, bills and errands
- Partner with HR to maintain office policies as necessary
- Organize office operations and procedures
- Coordinate with IT department on all office equipment
- Manage relationships with vendors, service providers, and landlord
- Responsible for developing and implementing office policies by setting up procedures and standards to guide the operation of the office
- Participate actively in the planning and execution of company even
- Assign and monitor clerical, administrative, and secretarial responsibilities and tasks among office staff
- 2-5 years of experience in a managerial role
- Minimum of 3 years of experience in a customer service position or call center position
- Minimum of 3 year of experience working in an office environment
- Strong customer service, people, and communication skills, with ability to resolve conflicts
- Ability to maintain company and customer confidentiality
- Ability to analyze, interpret, and negotiate with parking customers while offering appropriate resolutions
- Ability to interpret and implement company policies and procedures
- Proficiency in Microsoft Office, including Word and Outlook
- Ability to prioritize and multi-task in a fast-paced environment
- Ability to meet deadlines
- Excellent communication skills, both written and verbal
- Previous parking industry experience
- Accounting and billing experience an asset
- Open to change and willing to learn new skills in a constantly growing environment
- Positive attitude and demeanor
- Dental care
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care
- French not required
- Day shift
- Monday to Friday
- Customer service: 3 years (required)
- Management: 2 years (required)
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Job Detail
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Job IdJD2142140
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationCalgary, AB, Canada
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EducationNot mentioned