Customer Service Manager (Los Angeles, US)

LAZ Parking

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 Customer Service Manager provides excellent customer service, leads all customer outreach programs and initiatives, and oversees all service recovery communication for operations at Los Angeles International Airport. The goal is to increase customer satisfaction, loyalty and retention by exceeding expectations.

Principal Job Duties

  • Improve customer service experience, by developing, implementing and managing customer service programs and initiatives
  • Take ownership of customers issues, coordinate service recovery and ensure a satisfactory resolution
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyze statistics and compile accurate reports
  • Recruit, mentor and develop customer service attendants and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow according to priorities
  • Other related duties as assigned

Requirements:

  • Knowledge of Excel, Word, Power Point and General Microsoft Office Applications.
  • Must be able to read, write and communicate effectively in English
  • Must have a high school diploma or GED
  • Must have complete employment history
  • Proven interpersonal skills dealing with the public
  • Strong verbal communication and listening skills
  • Excellent written communication skills

Physical Demands

  • Willingness to work in the elements - heat, wind, snow, rain, etc.
  • Ability to lift, push and pull at least 25 pounds.
  • Ability to stand, walk and run for extended periods of time.
  • Ability bend, stoop, squat and lift frequently throughout a shift.

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.

LAZ Parking participates in E-Verify.

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