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Member Services Manager (Atlanta, US)

ParkMobile

To Power Smart Mobility for Every Driver and Vehicle, Everywhere

For decades, parking was a hassle. Then in 2008, ParkMobile launched with a simple goal: make parking easier. Today, our team is committed to creating tech-based solutions that power smart mobility and make parking hassles of the past obsolete. We do this by creating innovative solutions that connect parking and mobility ecosystems, eliminating friction while maximizing convenience and efficiency. At ParkMobile we offer agile frameworks and incentives for innovators and problem solvers, all at the perfect spot for work and play at the heart of midtown Atlanta.

We’re experiencing exciting growth. We’re looking for more people to join our team and help shape a product used by more than 28 million people.

Overview of the Role

As a ParkMobile Member Services Manager, you will be responsible for the management of the Member Services team, with an eye toward quality control, workflow and workforce management, and customer satisfaction. You will provide friendly, helpful and professional service to assist our team members and customers and ensure a high level of support and satisfaction. It will be your job to provide effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the Member Services department and across the organization.

  • Take escalations that cannot be resolved by agents
  • Independently keep abreast of new company products and services
  • Assist upper management with identification of trending system or development issues
  • Work with HR on creation of performance improvement plans, career pathing and framework, and workforce management
  • Complete annual performance reviews and weekly 1:1 meetings with team members
  • Participate in talent-sourcing, interviewing, and selection of new team members
  • Review CSAT scores to provide coaching/praise & follow up with customers as needed
  • Complete monthly performance appraisal scorecards with earned incentives included
  • Review, approve, and submit timecards biweekly
  • Manage team scheduling and time off requests
  • Work with team members to set personal/professional goals and development plans
  • Provide agent coaching and training, and properly document actions taken
  • Perform routine live listening sessions and side by side call monitoring sessions
  • Participate in call review sessions to identify areas of excellence or performance issues
  • Isolate and identify areas of improvement within systems and processes
  • Train agents on how to adequately address customer issues via all support channels
  • Work with upper management on customer service initiatives
  • Plan and implement team-building and morale boosting functions on a monthly basis
  • Monitor team attendance and punctuality to identify negative trends or problem areas and to provide discipline where needed
  • Utilize dashboards/reports in phone, chat & ticket systems to monitor volume & trends
  • Perform weekly queue audits to ensure inquiries are resolved within expected times
  • Perform daily review channel activity to assign tasks and manage volumes
  • Maintain documentation used by agents and customers, including customer response language, Help Center articles, scripts, and process documents
  • Provide guidance to agents upon identification of deficient support metrics trends
  • Participate in the management of outsourced call center vendor
  • In addition to manager responsibilities, must be willing and able to perform Member Services Specialist and Supervisor responsibilities

Skills & Requirements

  • 1-2 years of customer service management experience in call center environment with similar responsibilities as outlined above.
  • Strong telephone presence and excellent written and verbal communication skills
  • Ability to provide courteous and empathetic support while following company policies
  • Possess sense of urgency and ability to ask appropriate probing questions to ensure you understand the complete nature of a request
  • Proactive, detail-oriented, problem-solver who is committed to accuracy and can effectively handle stress in difficult situations
  • Experience troubleshooting minor technical issues, mobile phone basics & apps
  • Strong work ethic, punctuality and attendance, and willingness to speak honestly with management and other members of the team
  • Basic computer skills with Office products experience, and proficiency with Excel
  • Basic knowledge of Zendesk or related helpdesk product is a plus, but not required

We know there’s no such thing as a “perfect" candidate. We’re all a work in progress and are growing new skills and capabilities all the time. ParkMobile welcomes those who are passionate about learning and evolving. If this looks like a role where you could do work that excites you, we hope you’ll apply.

What you’ll enjoy about joining our Team

We believe in work/life balance. Seriously. Our team members well-being is just as important to us as their work. We are humans first, employees second. We offer a ton of competitive perks, including:

  • Unlimited PTO
  • Medical, dental and vision coverage
  • 401K Matching
  • Casual Dress
  • Paid Parental Leave
  • Flexible Work Hours
  • Learning and Development Opportunities
  • Company Social Events - happy hours, outings, and more
  • Pet Insurance
  • Company Community Service Events

About ParkMobile

At ParkMobile, we aim to build an inclusive culture where differences are used to inform better creative, strategic, and business decisions. We actively seek diversity of backgrounds, education, beliefs, and ways of thinking. We look to create a culture where everyone can belong because we believe that people do their best work when they can show up every day as their authentic selves. ParkMobile is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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