Customer Service Representative

Job Description

Job Description

Description:

Are you passionate about serving your community and helping others? We are seeking a dedicated and empathetic Customer Service Representative to join our team. We believe that exceptional customer service is at the heart of our mission, and we are seeking a dedicated Customer Service Representative who shares our passion for community and service excellence.

The mission of the Allentown Parking Authority is to operate, monitor, and maintain convenient and accessible parking facilities and on-street parking opportunities within the City of Allentown. The Allentown Parking Authority works to balance the parking needs of residents, employees, business and property owners, and visitors while enforcing parking ordinances and providing appropriate access to parking.

The Customer Service Representative performs a variety of duties to provide understanding and compassionate service to our customers. This position has a responsibility to the community to treat everyone with respect and fairness with customer service being the number one priority. The Customer Service Representative reports directly to the Manager/Supervisor of Customer Service.

ESSENTIAL FUNCTIONS

Community Engagement:

• Act as an ambassador for the Parking Authority by providing courteous and helpful interactions with residents, visitors, and business owners
• Educate the public on parking regulations, helping them to understand the reasons behind the rules and the benefits to the community
• Respond to public inquiries and concerns with professionalism and empathy, offering guidance and solutions where possible

Provide Outstanding Customer Service:

• Engage with customers in a friendly and professional manner, assisting with parking inquiries, payment processing, and issue resolution
• Answer phones, work at the front window receiving and recording payments, selling permits

Handling Inquiries and Complaints:

• Respond to customer questions and concerns via phone, email, and in-person, ensuring all interactions are handled with empathy and efficiency

Process Payments and Transactions:

• Accurately handle cash, credit, and electronic payments for parking fees, permits, fines, while maintaining confidentiality and security

Assist with Permit Applications:

• Guide customers through the permit application process, ensuring all documentation is complete and accurate

Support Parking Operations:

• Collaborate with other departments to ensure smooth parking operations and address any issues that arise

Maintain Records:

• Keep records or customer interactions, transactions, and feedback, using them to improve service quality
• Input police tickets
• Maintain accurate records of citations, warnings, and interactions with the public. 

Contribute to a Positive Work Environment:

• Work closely with team members to ensure a supportive and collaborative atmosphere

Conflict Resolution:

• Handle disputes and challenging situations with tact and diplomacy, aiming to de-escalate tensions

All other duties as assigned

Requirements:

QUALIFICATIONS

• High School diploma or GED
• Must possess and maintain a valid PA driver’s license 
• Must be able to sit and/or stand for long periods of time
• Prior experience in customer service, community relations, or law enforcement is preferred

Skills

• Excellent Communication Skills: Strong verbal and written communication skills, with the ability to interact effectively with a diverse customer base
• Customer-Centric Attitude: A genuine desire to help others, with a focus on providing solutions that enhance customer satisfaction
• Problem-Solving Abilities: Ability to think quickly and make decisions under pressure
• Attention to Detail: Strong organizational skills with a keen eye for detail, especially when handling transactions and customer records
• Technological Proficiency: Comfortable using customer service software, payment processing systems, and basic office applications such as Microsoft Suite (Word, Excel, Teams, Outlook, & PowerPoint)
• Ability to remain calm in stressful situations

Personal Attributes

• A positive attitude with a focus on community well-being
• Empathy and patience in dealing with diverse populations
• A commitment to fairness and integrity in all actions

WHY JOIN US

• Community Impact: Play a vital role in maintaining a safe and welcoming environment in our city
• Supportive Team Environment: Work with a team that values your input and supports your professional growth
• Ongoing Training: Receive continuous training to enhance your skills in customer service, conflict resolution, parking management, and more!

If you are a people-oriented individual who values community engagement and enjoys working in a dynamic environment, we encourage you to apply for this position. We offer competitive compensation, comprehensive benefits, and opportunities for professional growth. We look forward to welcoming you to our team!

HOURS OF WORK – 8:00 AM - 4:30 PM Monday, Wednesday & Thursday

8:00 AM - 6:00 PM Tuesday

7:00 AM - 4:00 PM Friday

Shifts may begin or end up to15 minutes before or after scheduled office hours, and on Fridays, shifts may extend up to 45 minutes beyond posted office hours. Office hours are subject to change.

STARTING PAY RATE: $20.00 PER HOUR

($0.50 increase and generous benefits package available at 90 calendar days)