Front Desk Customer Care Associate (ON-SITE)

Washington, DC, United States

Job Details

Job Location

Headquarters [9009] - G&A - Washington, DC

Job Shift

Weekday

Description

Company Overview:

Colonial Parking Culture: We Park Cars. Simple words, but they express the core of Colonial's service mission. Colonial honors and respects that trust, in part, by staffing our parking facilities with well-trained and dedicated employees who go out of their way to make every parking experience a valued one.

There is a reason that Colonial is the Capital City's leading parking provider throughout the Metropolitan Washington DC area. Simply put; Our relationships with property owners and property managersour clientsare marked by integrity and accountability.

With more than 300 parking facilities Colonial offers convenient parking for tens of thousands of Washington D.C. residents and visitors every day.

Colonial's approach to providing great service starts with attracting the best people. We look for candidates that have a proven track record in making customers feel at home and treating their property with respect and care.

Job Summary:

As a Front Desk Customer Care Associate at Colonial Parking, you play a pivotal role in ensuring exceptional customer service experiences. Operating at the forefront of our organization, you will be responsible for managing incoming calls, addressing inquiries, and directing calls to the appropriate personnel. Your commitment to providing a friendly and professional first point of contact for our clients and guests is essential. Additionally, you will be involved in administrative tasks, ensuring the smooth functioning of the front desk area.

Key Responsibilities:

Greeting and Assisting Visitors:

Welcome and greet visitors in a professional and friendly manner.

Provide information and directions to guests, clients, or employees.

Ensure a positive first impression by creating a welcoming and hospitable environment at the front desk.

Handling Incoming Calls:

Answer and direct incoming phone calls to the appropriate individuals or departments.

Take messages and relay them to the relevant personnel promptly.

Provide information about the organization, its services, and general inquiries.

Administrative Support:

Perform various administrative tasks, such as sorting and distributing mail, coordinating appointments, and managing office supplies.

Maintain a tidy and organized front desk area.

Assist with basic clerical duties, such as data entry, photocopying, and filing.

Issue Resolution:

Identify and troubleshoot customer issues or complaints effectively and efficiently.

Escalate complex issues to senior team members or supervisors when necessary.

Ensure prompt resolution and follow-up to exceed customer expectations.

Documentation:

Maintain accurate and detailed records of customer interactions and transactions.

Update customer profiles with relevant information and notes.

Use our monthly billing application effectively.

Product Knowledge:

Stay up-to-date on product knowledge, updates, and improvements.

Educate customers about new features, benefits, and best practices.

Team Collaboration:

Collaborate with colleagues and other departments to resolve customer issues.

Share feedback and insights from customer interactions to improve processes and products.

Customer Feedback:

Solicit feedback from customers to gauge satisfaction and gather insights.

Use feedback to suggest improvements and enhancements to our products/services.

Qualifications: High school diploma or equivalent;

Associate's degree or 2 years' experience in hospitality or service related industry

Previous experience in customer service or a related field is a plus.

1-2 years of experience in a call center environment with high level interactions with customers and clients.

Excellent written and verbal communication skills.

Strong problem-solving abilities and a proactive approach to challenges.

Empathetic and patient demeanor with a genuine desire to help customers.

Proficiency in using customer support software and CRM systems.

Ability to work independently and as part of a team.

Adaptability and willingness to learn and grow in a dynamic environment.

Benefits:

Competitive salary

401k Plan

Paid time-off

Health and Welfare benefits

Ongoing training and development opportunities

Friendly and collaborative work environment

Who you will interact with:

Internal contact with Call Center Managers, Director of Remote Management Center, Vice President of Customer Care, Operations team and other members of the management team, and line management, professional employees and the hourly work force.

External contact with monthly customers, potential new customers, daily parkers, vendors and clients. Additional contacts as deemed necessary.

The environment you will work in:

Physical Demands: As part of performing the duties associated with this position, the employee will be required for a period of time to stand, walk, sit, handle tools or controls, reach with hands or arms, talk and hear.

Work Environment: While performing the duties of this position, the employee may be subjected to weather conditions prevalent at the time. The noise level in this work environment can range from minimal to moderate.

Colonial Parking is an AA/EEO/Veterans/Disabled Employer.

Employer participates in E-Verify

We maintain a drug-free workplace and perform pre-employment substance abuse testing