Member Services Manager (Atlanta, US)

ParkMobile

Responsibilities

As a ParkMobile Member Services Manager, you will be responsible for providing friendly, helpful and professional service to assist our customers and ensure a high level of support with 100% customer 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 be able to communicate effectively with team members within the Member Services department.

Manager Responsibilities

  • Take escalations that cannot be resolved by agents
  • Independently keep abreast of new company products and services
  • Issue refunds to customers as needed
  • Assist management with identification of trending system or development issues
  • Provide coaching, instruction and training to new and existing agents and properly document actions taken
  • Perform routine live listening sessions (done remotely, from supervisor workstation) and side by side monitoring sessions (done alongside the agent)
  • Participate in scheduled agent call review sessions, along with the manager, to identify areas of excellence and performance issues to be addressed in previously handled calls
  • Conduct weekly audits of support tickets, taken by random sample, for each agent and provide coaching or praise as needed
  • Isolate and identify areas of improvement within ParkMobile systems and related to Member Services processes
  • Train agents on how to adequately address problem over the phone or how to properly handle requests in support tickets to assist customers
  • Work with management on customer service initiatives
  • Utilize social media channel integrations to respond to customer complaints and praise
  • Plan and implement, with manager approval, team-building and morale boosting functions on a monthly basis
  • Monitor team attendance and punctuality, to assist Manager, with identification of negative trends or problem areas
  • Perform weekly queue management audit to ensure support tickets are resolved within a time consistent with our stated SLAs
  • Perform daily review of support ticket queues to manage incoming suspended items, duplicate requests, and trending issues as previously noted
  • Create and update documentation used by agents and customers, including but not limited to customer response language, Help Center articles, scripts, and process documents
  • Provide guidance to agents upon identification of negative trends such as increased average handle time or after call work; provide perks and praise upon identification of stellar performance or actions
  • Utilize dashboards and reports within phone and support ticket systems to monitor agent activities and performance
  • Participate in the management of outsourced call center vendor
  • In addition to manager responsibilities, must be willing and able to jump in and complete Member Services Specialist responsibilities as needed (see below)

Member Services Specialist Responsibilities

  • Receive and resolve customer calls, emails, chats, and support tickets
  • Thoroughly document support tickets with customer correspondence
  • Investigate any potential issue by analyzing customer transactions and feedback
  • Provide light technical instruction to callers when necessary

Skills & Requirements

  • Minimum 2 years of customer service supervisory experience in call center or help desk type environment
  • Strong telephone presence and excellent written and verbal communication skills
  • Ability to provide courteous and empathetic support while following company rules and guidelines
  • 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, and knowledge of smart phones / mobile apps
  • Strong work ethic, punctuality and attendance, and willingness to speak honestly with management and other members of the team
  • Basic computer skills (including Word, Excel, Outlook)
  • Bilingual (Spanish or French) is a strong plus, but not required
  • Basic working knowledge of Zendesk or related customer helpdesk product is a strong plus, but not required
  • Availability to work shifts scheduled within Customer Service hours of operation Monday - Saturday 7:00 a.m. - 9:00 p.m. (will work a set schedule every week, once your scheduled is determined and finalized upon hiring). Customer Service hours of operation are subject to change.

Benefits

We value our employees’ and are committed to their success. We are located in Midtown Atlanta near MARTA, a multitude of restaurants and within walking distance of the GA Tech Innovation Center. We offer competitive compensation and an extensive benefits package including paid time off, Company paid holidays, medical, dental and vision benefits, 401K match and company paid STD, LTD and Life Insurance. We strive to maintain a positive and fun environment for our employees, where people can learn and grow with the company.

About ParkMobile

ParkMobile, LLC is the leading provider of smart parking and mobility solutions in North America, helping millions of people easily find and pay for parking on their mobile device. The company’s technology is used in over 3000 locations across the country, including 7 of the top 10 cities as well as college campuses, airports and stadiums. People can use ParkMobile solutions to quickly pay for on-street and garage parking without having to use a meter or kiosk. Additionally, ParkMobile offers parking reservations at stadium venues for concerts and sporting events. Reservations are also available in metro areas, allowing people to drive into the city without having to worry about finding parking. ParkMobile was recently named by Deloitte as a Technology Fast 500 winner, recognizing the fastest growing technology companies in North America. For more information, visit parkmobile.io or @ParkMobile on Twitter.

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