Customer Service Specialist (Atlanta, US)

ParkMobile

What You'll Do

As a ParkMobile Customer Service Specialist, 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 customer service department.

  • Receive and resolve customer calls, emails and support tickets via online tracking system
  • Perform account changes, registrations, and parking session management within our helpdesk portals
  • Provide empathetic and positive support, with accuracy and speed
  • Thoroughly document support tickets with customer correspondence and work to show issue history
  • Investigate any potential issue by analyzing customer transactions and feedback
  • Identify when escalation is needed, and obtain necessary information for the customer
  • Provide general information to callers regarding our system and how ParkMobile works in their area. Must be able to utilize a database of information and our Help Center to provide appropriate information.
  • Provide light technical instruction to callers when necessary, to include assistance with our IVR phone application, Personal Pages online account management site, mobile website, and our mobile apps
  • Perform ad hoc customer service related tasks or projects as necessary

Who You Are

  • Minimum 2 years of customer service experience in call center or help desk type environment is a plus
  • 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
  • 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.

Why You’ll Love It Here

  • Competitive compensation and an extensive benefits package
  • A comprehensive list of medical, dental, and vision coverage plans for you to pick from
  • Company-paid short-term disability, long-term disability, and life insurance
  • 401K with a 3-year vesting schedule and up to 4% matching of your elected contribution
  • 11 observed, company-paid holidays
  • 21 vacation days to start and an additional day of PTO at your anniversary date each year (up to 28 days total) – and we expect you to use all of it
  • Generous paid parental leave, including 4 paid weeks for primary caregivers and 2 paid weeks for secondary caregivers
  • A light-filled Midtown Atlanta office with both private and collaborative spaces to work, unlimited snacks and beverages, and easy access to MARTA
  • Company-paid volunteer days to support the community that supports us
  • Company and team outings because we play just as hard as we work
  • Employee referral bonuses to encourage the addition of stellar people to the team
  • Spontaneous nerf-gun wars to wake you up and Thursday happy hours to wind you down

About Us

ParkMobile, LLC is the leading provider of smart parking and mobility solutions in North America, helping millions of people easily find, reserve, and pay for parking from their mobile devices. The company’s technology is used in over 3,000 locations across the country, including 7 of the top 10 cities, as well as airports, stadiums, and universities. ParkMobile has been named to the Inc. 5000, Deloitte Fast 500, Entrepreneur360, and Atlanta Business Chronicle’s Pacesetter list. 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 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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