Customer Service Representative - Toronto (Casual / On-Call)
Job description
- Serve as the primary point of contact for monthly parking customers, including prospective, existing, and internal stakeholders
- Handle inbound calls, emails, and written correspondence in alignment with service level and quality standards
- Resolve customer inquiries, requests, and complaints with professionalism, empathy, and accuracy
- Support customer retention by delivering consistent, high-quality service experiences
- Assist customers with account setup, maintenance, and web-based platform navigation
- Process customer transactions, including new account sign-ups, updates, and cancellations
- Accurately enter and maintain customer data, payment details (credit card and pre-authorized payments), and account notes
- Ensure all customer interactions and transactions are properly documented in CRM systems
- Provide branch, lot, and account maintenance support
- Manage high-volume workloads while maintaining accuracy, efficiency, and professionalism
- Complete after-call work and required documentation promptly
- Monitor and respond within established service level agreements (SLAs)
- Maintain data integrity through accurate data entry and system updates
- Communicate and enforce company policies, procedures, and parking regulations
- Stay current with changes to workflows, policies, and product offerings
- Utilize available resources such as internal knowledge bases, policies, and training materials
- Assist team members with troubleshooting and issue resolution
- Coordinate operational tasks such as work orders, meter outage reporting, and documentation uploads
- Support supply order preparation and submission for parking locations
- Maintain deliverable calendars to ensure deadlines are met across departments
- Strong communication skills (verbal and written) with excellent phone etiquette
- Demonstrated ability to manage multiple priorities in a structured, fast-paced environment
- High attention to detail with strong data entry accuracy
- Critical thinking and problem-solving skills with sound judgment
- Ability to handle customer concerns professionally and effectively resolve conflicts
- Proficiency in Microsoft Office and customer systems (CRM, phone platforms, etc.)
- Self-motivated, adaptable, and team-oriented with a strong work ethic
REQUIREMENTS
- High School Diploma or GED equivalent
- Minimum 1 year of customer service experience in a high-volume environment (e.g., call center, retail) preferred
- Must be at least 18 years of age
- Must successfully pass a background check, in accordance with company policy and applicable laws
- Must be authorized to work in the Canada and able to provide documentation verifying eligibility, as required by law
- Ability to remain seated for extended periods while working at a computer workstation
- Frequent use of a computer, keyboard, and telephone for data entry and customer communication
- Ability to read, analyze, and interpret information on a computer screen
- Occasional lifting of office supplies or materials up to 10–15 pounds
- Frequent talking and listening to interact with customers via phone and virtual channels
- Ability to maintain focus and productivity in a fast-paced, high-volume work environment
- Fast-paced, high-volume contact center environment
- Performance-driven with call monitoring and quality assurance standards
- Employee Assistance Program (EAP): Confidential support for mental health, financial, legal advice, and more for everyone in your home
- Paid Vacation: Enjoy well-deserved time off to relax, travel, or spend time with family.
- If this position is union‑represented, employment terms, benefits, and conditions are governed by the applicable Collective Bargaining Agreement (CBA).
Skills mentioned
Reimagined Parking is at the forefront of parking management, combining cutting-edge technology with unmatched expertise to deliver superior services to our clients. Our mission is to enhance the parking experience for users and property owners alike, ensuring maximum efficiency and customer satisfaction. With a rich history rooted in the legacies of Impark, Lanier, and Republic Parking, we leverage over 60 years of collective experience to offer innovative solutions tailored to meet the evolving needs of the parking industry. Our offerings include a comprehensive suite of technology-driven services aimed at improving every aspect of the parking journey. Features such as license plate recognition (LPR) for smooth entrance and exit, contactless valet options, and mobile payment systems via our hangTag™ application are just some of the ways we are revolutionizing the management of parking facilities. Additionally, we provide value-added services like EV charging stations and bike racks, transforming properties into multi-use spaces that cater to modern demands. At Reimagined Parking, we are committed to driving excellence in parking management and redefining the landscape through innovative solutions and exceptional customer service.
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