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Assistant Manager - Customer Care (Ohio, US)

LAZ

Description:

Want to hear something crazy? Cars only spend 5% of their time driving. Where do they spend the other 95%? PARKED!

LAZ Parking is one of the largest and fastest growing parking companies in the country. LAZ operates hundreds of thousands of parking spaces across the country. When it comes to parking, we’re the experts!

We are also a PEOPLE FIRST company. We often say “parking is our industry but people are our passion.” Our mission is to “create opportunities for our employees and value for our clients”. If you’re looking to join a growing company led by passionate people committed to being the best – contact us today!

The Spirit of the Position:

The Assistant Manager – Dispatch is responsible for coordinating internal departments for the effective operation of the parking facilities on The Ohio State University campus. The Assistant Manager – Dispatch will provide support to customers, handle disputes, and provide effective communication between departments, co-workers, customers, and clients.

Principal Job Duties:

  • Utilize sound business practices that will ensure enhanced revenue control initiatives.
  • Direct the activities of the frontline staff.
  • Coordinate internal departments (maintenance, enforcement, operations and events) to create and maximize productivity, efficiency, and responsiveness to all customer service issues within the parking system.
  • Ensure maximum productivity by successfully routing CampusParc staff to designated locations on campus.
  • Gather and maintain documentation for garage traffic, staff schedules and staff locations.
  • Track operational issues/concerns using a Customer Relations Management System.
  • Report customer service and employee performance issues or concerns to appropriate management for resolution.
  • Provide excellent customer service to clients, customers and employees.
  • Create and maintain onboarding and training materials for new dispatchers.
  • Provide ongoing training for staff as updates to procedures are made.
  • Maintain a schedule to ensure adequate coverage to provide excellent customer service from dispatchers.
  • Verify dispatcher timecards and provide payroll updates to HR.
  • Create and maintain Standard Operating Procedures for dispatch tasks and processes.
  • Support dispatch and field staff by providing clarity on procedures, coaching dispatchers on calls, and handling call escalations as needed.
  • Additional duties as assigned.

Requirements

Education

High school diploma required.

Experience

  • 2+ years in dispatcher/customer service role
  • Parking and/or university operations experience preferred.
  • Customer Service experience with use of large phone system.
  • Knowledge of The Ohio State University campus a plus.
  • Knowledge of TIBA software preferred.

Skills:

  • Ability to communicate professionally and effectively.
  • Strong computer skills (ability to operate specific software programs) and handheld devices.
  • Thrive in a fast-paced, multi-faceted work environment.
  • Must be able to work unsupervised.
  • Ability to speak, read, and comprehend the English language.
  • Must be able to make decisions independently.
  • Demonstrate a sense of urgency and timeliness.
  • Ability to handle challenging and, at times, emotionally charged situations.
  • Demonstrate the ability to seek improvement.

Physical Demands:

Ability to lift, push and pull at least 25 pounds.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential duties/functions.

FLSA Status:

Exempt


LAZ Parking is an equal opportunity employer. In all our employment practices, including hiring, we are firmly committed to provide equal employment opportunity (EEO) to all persons, regardless of race, color, religion, sex, national origin, disability, age, genetics, Vietnam era, special disabled, recently separated and other protected veterans, or any other characteristic protected by federal, state or local law. No question in our application process is used for the process of limiting or excluding any applicant's consideration for employment on such grounds.

This Employer participates in E-Verify.

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