Customer Service / Monitoring Agent

SUMMARY:

The Customer Service / Monitoring Agent reports to the Manager of Customer Service/Enforcement and is the liaison between the customers and enforcement/service team. The Customer Service / Monitoring Agent will handle all complaints and overcharge claims from consumers on a day-to-day basis.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Answering incoming calls and completing the call log by obtaining necessary information to determine the course of action.
  • Obtaining machine # and time of transaction for overpayment/overcharge inquiries by completing the 2nd page of the call log and gathering necessary documentations.
  • Diverting incoming call regarding machine malfunctioning to service department.
  • Diverting incoming call to appropriate merchant if Precise is not responsible for refund on behalf of merchant.
  • Any call relating to parking invoice record to call log and advise caller of dispute procedure.
  • When relieving at the monitoring station, to tracking of Precise vehicles (service & enforcement); to monitoring Precise onsite parking offices; access control, pay on foot sites; pay & display sites and real time support to parkers at these sites.
  • To prepare service order if an alarm is detected on the pay and display machines.
  • Monitor all access control and pay-on-foot sites and logging in the cash level of pay-on-foot pay stations.
  • Monitor Precise ParkLink on-site parking offices.
  • Monitor and track Precise ParkLink vehicles.
  • Respond to real time customer problems.
  • Refer to Service/IT technicians as necessary.
  • Any other duties as assigned by management.

SKILLS AND QUALIFICATIONS:

  • Detail oriented, quick learner, possess good attitude, work ethic, and excellent problem solving skills.
  • Must be able to keep information private, as confidential information is dealt with on a daily basis.
  • Must have good telephone manner and courteous.
  • Must have a reasonable understanding of debit and credit concepts and basic accounting knowledge.
  • Must have very good computer and keyboarding skills, good organizational ability and an eye for detail.  

INTERNAL CONTACTS:

  • The ability to communicate and interacts well one on one, or by telephone and email with staff to gather information needed to carry out your duties.  

EXTERNAL CONTACTS:

  • The ability to communicate and interact well with callers.

REQUIREMENTS:

  • Minimum of 2 years work experience in the area of customer service.  Good working knowledge of Microsoft Office Programs, including Word and Access.

OTHER INFORMATION:

  • Background Check Required (criminal and credit)
  • Start Date: Immediate
  • Rate: $14.00/hr
  • Hours: 8:30AM – 5:00PM – 40 hour week (hours subject to change; shift work, may also include rotating weekends)

Please forward your resume to hr@preciseparklink.com. We wish to thank all applicants for their interest and effort in applying for this position; however, only candidates selected for interviews will be contacted. No phone calls and No Agencies please. Please note that all resumes will be kept on file for future consideration.

Parking Services - Team Lead

Precise ParkLink Inc is Canada’s Parking Industry Leader. We provide a complete turnkey parking solution that bridges the gap between parking management and parking technology.

SUMMARY

The Team Lead reports to the Client Relations Manager and is responsible for the supervision of a designated parking location. The Team Lead is responsible to ensure the parking location’s operations, policies and procedures are met for both the client and the company. This includes ensuring customer satisfaction, supervising on-site staff and reporting on a regular basis to the Client Relations Manager.

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Maintain on-site parking equipment functionality; Perform Daily Site Inspections;
  • Process service requests and supply orders, as needed; Liaison with on-site client contact;
  • Coordinate client requests;
  • Schedule on-site staff according to shift requirements;
  • Revenue Control;
  • Daily and weekly audits;
  • Produce and submit monthly statistical reports, as per site requirements; Handle all customer inquiries and provide resolution to customer complaints; Inform customers about directions and other venue information as needed; Adhere to and enforce Uniform Policy for on-site staff;
  • 1st level equipment repair;
  • And other duties as assigned to improve parking facility operations.

SKILLS AND QUALIFICATIONS

  • Strong computer navigation skills and PC Knowledge;
  • Strong time management and problem-solving skills;
  • Proficient interpersonal skills with the ability to work as a team member or independently; Skilled in multi-tasking, and provides flexibility to adapt to changes quickly.
  • Courteous with strong customer service orientation;
  • Ability to effectively communicate verbally and in writing;
  • Reliable, hardworking and willing to work extended hours, if necessary;
  • Valid Driver’s Licence and clean driver’s abstract, if applicable.

Please forward your resume to hr@preciseparklink.com. We wish to thank all applicants for their interest and effort in applying for this position; however, only candidates selected for interviews will be contacted. No phone calls and No Agencies please. Please note that all resumes will be kept on file for future consideration.

Senior Proposal Writer

SUMMARY

Precise ParkLink is looking for a focused, motivated, self-starting Senior Proposal Writer to join our growing Proposal Development team.  Reporting to the Proposal Development Director,  the Senior Proposal Writer will be a member of a highly visible team responsible for leading the development of proposals and assisting other business units with documents and initiatives that address significant and strategic opportunities for the organization. Utilizing his/her superior writing/editing, project management and interview/consulting skills, the Senior Proposal Writer works closely with the Proposal Development team and other business units / senior executives to develop winning proposals.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Analyze/interpret RFP requirements, participate in the development of a clear and focused strategy, and clarify issues as needed;
  • Act as RFP team lead on the completion of the RFP response, ensure RFP process is followed and timelines are defined and communicated. Participate in the RFP kick off meeting and follow up with contributors, as required;
  • Support the development of the technical strategy at “capture meetings’ (with Proposal Development team and SMEs as appropriate);
  • Write compliant and compelling proposals that “in the client’s words” will address the customers goals and objectives, missions and operating plans, using content from the “proposal response library” and as provided to them by other members of the Proposal Development team;
  • Work with functional staff (e.g. product SMEs) to ensure development of the proposal in accordance with the internal strategy and bid requirements;
  • Coordinate and review / edit proposal input from a variety of stakeholders, typically involving contributions from R&D, Sales, Marketing, Operations, and Construction Services, converting contributors’ (e.g. technical SME information) content into a cohesive document with a clear, single voice;
  • Transform business and technical product information into concise, easy to understand and well-written material that helps position and win business; 
  • Participate in response and post submission strategy efforts including writing, formatting, providing proposal presentation ideas;
  • Distribute new or revised content as appropriate to assist in maintaining proposal content database;
  • Serve as a writing editor, mentor and coach to others in the Business Development Department and work with Practice Groups to develop materials for their groups
  • Manage multiple concurrent proposal assignments accurately, thoroughly and under tight deadlines

SKILLS AND QUALIFICATIONS

  • Post-secondary degree in Business, English, Journalism, Communication or a related field of study - Equivalent work experience may be considered a substitution 
  • 3-5 years of experience writing, editing, and coordinating responses to RFPs/RFIs; previous experience in the parking industry considered an asset;
  • Superior writing skills: ability to communicate clearly (verbal and written), persuasively and effectively in the current business environment (no marketing-speak/jargon)
  • Ability to manage and prioritize efforts for multiple concurrent proposals of varying degrees of complexity;
  • Able to communicate clearly and professionally across a broad corporate landscape 
  • Exceptional research, editing and proofreading skills are essential
  • Flexibility is an asset, as position, workload and expectations shift
  • Must be organized and able to demonstrate a high-level of self-motivation, work independently, apply problem solving capabilities and to collaborate successfully in a team environment
  • Proficiency in Microsoft Word, Excel, PowerPoint, Outlook and Adobe Acrobat Pro

Please forward your resume to hr@preciseparklink.com. We wish to thank all applicants for their interest and effort in applying for this position; however, only candidates selected for interviews will be contacted. No phone calls and No Agencies please. Please note that all resumes will be kept on file for future consideration.

Customer Care Associate - Burlington

Precise ParkLink Inc is Canada’s Parking Industry Leader. We provide a complete turnkey parking solution that bridges the gap between parking management and parking technology.

We are seeking Customer Care Associates to work in the Burlington area. The Customer Care Associate will provide guidance for guests entering the parking facility and provide customer assistance as needed. This position requires strong customer service support, in a fast-paced environment, involving routine operations for the client's parking facility. This position may also require working various shifts, as assigned.

Essential Duties & Responsibilities

  • Provide parking instruction/guidance/assistance to guests as needed;
  • Inform guests with directions and other venue information as needed;
  • Process cash, credit and debit transactions;
  • Act upon all comments/complaints in a prompt and friendly manner;
  • Demonstrate patience in all customer contact situations by providing a pleasant and professional tone and manner;
  • Adhere to uniform policy;
  • And other duties as assigned to improve parking facility operations;
  • 1st level equipment repair (training will be provided).

Skills and Qualifications

  • Courteous with strong customer service orientation;
  • Ability to effectively communicate verbally and in writing;
  • Computer navigation skills and PC knowledge;
  • Ability to work as a team member, as well as independently;
  • Tolerance for repetitive work in a fast-paced, high production environment;
  • Skilled in multi-tasking, and provides flexibility to adapt to changes quickly.

Please forward your resume to hr@preciseparklink.com. We wish to thank all applicants for their interest and effort in applying for this position; however, only candidates selected for interviews will be contacted. No phone calls and No Agencies please. Please note that all resumes will be kept on file for future consideration.

Customer Care Associate - North York

Precise ParkLink Inc is Canada’s Parking Industry Leader. We provide a complete turnkey parking solution that bridges the gap between parking management and parking technology.

We are seeking Customer Care Associates to work in the North York area. The Customer Care Associate will provide guidance for guests entering the parking facility and provide customer assistance as needed. This position requires strong customer service support, in a fast-paced environment, involving routine operations for the client's parking facility. This position may also require working various shifts, as assigned.

Essential Duties & Responsibilities

  •     Provide parking instruction/guidance/assistance to guests as needed;
  •     Inform guests with directions and other venue information as needed;
  •     Process cash, credit and debit transactions;
  •     Act upon all comments/complaints in a prompt and friendly manner;
  •     Demonstrate patience in all customer contact situations by providing a pleasant and professional tone and manner;
  •     Adhere to uniform policy;
  •     And other duties as assigned to improve parking facility operations;
  •     1st level equipment repair (training will be provided).

Skills and Qualifications

  •     Courteous with strong customer service orientation;
  •     Ability to effectively communicate verbally and in writing;
  •     Computer navigation skills and PC knowledge;
  •     Ability to work as a team member, as well as independently;
  •     Tolerance for repetitive work in a fast-paced, high production environment;
  •     Skilled in multi-tasking, and provides flexibility to adapt to changes quickly.

Please forward your resume to hr@preciseparklink.com. We wish to thank all applicants for their interest and effort in applying for this position; however, only candidates selected for interviews will be contacted. No phone calls and No Agencies please. Please note that all resumes will be kept on file for future consideration.

Duty Monitor

Duty Monitor reports to Support Service Manager

Duty Monitor liaise with Clients Relations Manager and site parking offices and to provide support to both parties

Job duties

Primary duties include but are not limited to:

  • To ensure that offsite parking offices are properly staffed and that staff are punctual
  • To advise Client Relations in the event of staff shortages
  • To monitor offsite staff to ensure that proper customer service is being delivered
  • To ensure that site office is clean, neat and well organized at all times
  • To ensure that each managed site's contact information is correct and accurate
  • To review offsite parking facilities to ensure that any deficiency reports are dealt with and that requests for service have been properly submitted and attended to
  • To review and follow up outstanding service requests and escalate if necessary
  • To liaise with Client Relations regarding recurrent deficiencies or other issues requiring Client Relations' attention
  • To place order on behalf of Client's Relations team
  • To prepare collections and paper replenishment files and to dispatch to Ottawa technician team
  • To prepare work order form and input to Work Order database 
  • To monitor P & D Park Folio alarms web site and To process refund requests for pay on foot managed sites
  • To verify cash and end of shift reports and to ensure that they are submitted on time
  • To review each site's KPI is understood by site staff and to ensure that site office and company policies are being followed

To apply for this position, please email your resume to hr@preciseparklink.com, with the subject headline being the Job title you are applying for. Include your resume as an attachment in Word or PDF format.

Bilingual Monitoring Station Officer

SUMMARY:

The Bilingual Monitoring Station Officer reports to the Shift Supervisor who in turn will liaise with the Support Services Manager. The officer will be monitoring and providing services to a variety of activities both on and off site.  Customer service duties include but are not limited to the following:

IPARC CUSTOMER SERVICE ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Interact and assist customers via intercom or telephone. 
  • Identify emergency and non-emergency situations on site and at remote sites while following site protocols. 
  • Remotely access Parking control system to troubleshoot and provide level-1 customer support.
  • Monitor alarm and dispatch technicians as required. 
  • Manage Incidents from logging, triaging, routing and escalation of open incidents using Incident management software. 
  • Submit end of shift report to Support Services Manager. 
  • Answer incoming calls and direct to appropriate department extension.
  • Monitor all access control and pay on foot sites.
  • Monitor and track Precise vehicles.
  • Input fuel filling data for onsite and offsite filling in Fuel log. 
  • Monitor Temperature and Power Controls. 
  • Responsible for monitoring security for head office, branch offices and off site properties. 
  • Other reasonable duties as assigned.

QUALIFICATIONS:

  • Degree or diploma in Business Management or Operations.
  • Minimum 3 years’ experience in a monitoring/call/command centre environment serving a large customer base in fast paced setting.
  • Demonstrated experience working in a customer centric environment.
  • Must be able to obtain and retain a Security Clearance.

SKILLS AND SPECIFICATIONS:

  • Strong computer skills, must have experience with Window XP or higher; Microsoft Office Outlook, Excel, Word, PowerPoint.
  • Ability to learn new software /applications.
  • Flexible to work on a rotating shift schedule (morning, afternoon, evening, weekend and/or statutory holiday shifts).
  • Must have excellent communication skills as well as a professional phone manner.
  • Communication skills – ability to read, write and speak English and French fluently.
  • Excellent customer service skills required with the ability to resolve conflict and problems. Must also have the ability to manage difficult customer situations and maintain customer’s attention.
  • Ability to operate independently as well as in a team.

To apply for this position, please email your resume to hr@preciseparklink.com, with the subject headline being the Job title you are applying for. Include your resume as an attachment in Word or PDF format.