Customer Service Representative - Billing and Operations

  • San Francisco, California, United States
  • Parking Field
  • Hourly Full-Time

Who You’ll Work For

REEF’s mission is to connect the world to your block. 

We transform underutilized urban spaces into neighborhood hubs that connect people to locally curated goods, services, and experiences.

With an ecosystem of 4,500 locations and a team of 15,000 people, REEF is the largest operator of mobility, logistics hubs, and neighborhood kitchens in North America.

Together we are leveraging the power of proximity to keep our communities moving forward in a sustainable and thoughtful way. 

What You’ll Do

Customer Service Representative processing written transaction requests from Monthly Parking, Transient customers and stakeholders.  Provides consistent and professional customer service in assisting internal and external customers with monthly and daily parking requirements.   

Primary Duties and Responsibilities: 

  • Develop sound critical and decision-making skills necessary to thrive in a fast-paced environment with back-to-back calls while maintaining poise, accuracy, and speed  
  • Acting as a fast-moving, courteous company brand ambassador while processing transactions, interfacing with guests, communicating company policies, and enforcing regulations 
  • Foster customer success, happiness, and satisfaction by building customer rapport, addressing customer inquiries and complaints, providing empathy, and communicating information 
  • Embrace performance-based call monitoring, recording, and assessment approach to improve communication, timeliness, and overall satisfaction 
  • Spark accurate, speedy operation while optimizing voice quality, grammar skills, tone, and proactiveness to improve quality and consistency 
  • Leverage your knack for technology and attention to detail to foster data integrity by gathering information, composing documents, and inputting data 
  • Answer inbound emails, phone calls, and faxes within department and individual Service Level and Quality goals.  Acts as point of contact for both internal and external monthly parking customers 
  • Provide comprehensive service and support for Monthly Parking customers, including; potential customers, existing customers and stakeholders. 
  • Provide comprehensive branch, lot and account maintenance support 
  • Respond to customer inquiries ensuring customers receive timely resolution and accurate information 
  • Demonstrate excellent customer service to assist in retaining Monthly Parking customers 
  • Ensure all customer account information is updated accurately and notes are entered for every transaction.  
  • Utilize resources such as Online Help, Policy & Procedure manuals, and emails from Supervisors, Management and the Training Department 
  • Complete and maintain any required paperwork or record keeping methods 
  • Enter customer payment information for PAP or credit card when received by fax, e-mail or letter as well as over the phone. 
  • Keep up to date with changes in workflow, policy, and product knowledge. 
  • Provides support and training to new CSR positions. 
  • Keeps accurate records and updates all systems with required information. 
  • Assists other CSR’s with trouble shooting for clients. 
  • Processes all work orders and meter out reporting and uploads the required documents to the share drive. 
  • Process hotel voids and enters into wireless system for revenue purposes. 
  • Prepares and costs out supply orders for all attendant locations and then uploads the required information to the share drive. 
  • Prepares all Non-registered passes and places them into wireless system for revenue purposes. 
  • Assist with monthly Guest Passes for invoicing purposes. 
  • Maintains deliverable calendar to ensure all departments meet external deadlines. 
  • Monitor and maintain the Storefront email, sorting responding and processing all requests that enter through here. 
  • Issue, enter, and track Temporary paper passes as needed 
  • Answer inbound calls and meet individual Service Level and Quality goals.  Acts as first point of contact for both internal and external monthly parking customers 
  • Provide service for telephone-based customers for sign-ups and maintenance of monthly parking accounts. 
  • Provide user support/assistance to customers using the web-based interface. 
  • Complete all after-call work required to finalize a new customer sign-up or modify an account. 
  • Receive and accurately data enter customer information, credit card and pre-approved payment sign-up information.  
  • Assist daily parkers with meter out of orders and requests for information 
  • Other duties as assigned

What We Want From You:

  • Knowledge of contact center policies and software, including CRM, phone systems, etc 
  • Strong work ethic and reliability with professionalism and poise 
  • Superior interpersonal, verbal, and written communication skills 
  • Exceptional written oral communication skills 
  • Strong analytical abilities and sound judgment in decision-making 
  • Strong attention to detail and high degree of accuracy is key. Fast, accurate and efficient data entry, manipulation and retrieval of data from systems 
  • Ability to multitask, prioritize, and organize within a structured environment 
  • Flexibility and adaptability 
  • Motivated, take initiative and possess strong work ethic 
  • Ability to respond to customer complaints maintain professionalism at all times 
  • Conflict resolution 
  • Exceptional communication, tact and customer service skills. Ability to assist customers with diverse requirements 
  • Exceptional telephone etiquette 
  • Intermediate knowledge of computer software applications – MS office 
  • Ability to successfully and consistently achieve individual and departmental service level goals 
  • Positive, team-oriented attitude and ability to balance independent workload with broader team goals 

What We’ll Provide

(Full-Time Employee Only)
Medical
Dental
Vision

Life and Disability
401K
Paid Time Off (PTO)

PHYSICAL DEMANDS:
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.

  • Frequently operate small office equipment such as a computer, tablet, and copier/printer, telephone.
  • Work is performed in a professional office environment.

WORKING CONDITIONS: 
Work is performed indoors for extended periods of time including up to the entire duration of shift.

REEF Technology is an equal opportunity employer, and we value diversity at our company. REEF does not discriminate on the basis of race, religion, color, sex, national origin, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or disability status. REEF complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates. 

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