Customer Service Window Representative

Job Description

Job Description

Location: Philadelphia, PA
Employment Type: Full-Time
Employer: Prime Response, Inc.
Contract Support: Verra Mobility / Philadelphia Parking Authority

Prime Response, Inc. is seeking a full-time Customer Service Window Representative to support customer-facing operations for the Philadelphia Parking Authority contract under Verra Mobility. This position is responsible for assisting walk-in customers, processing violation-related transactions, handling payments, responding to customer inquiries, and performing clerical and data entry duties in a professional, accurate, and customer-focused manner.

The ideal candidate will have strong attention to detail, excellent communication skills, sound judgment, dependability, and the ability to work effectively in a fast-paced customer service environment. This role requires a high level of professionalism when interacting with the public, Verra Mobility personnel, Philadelphia Parking Authority customers, and internal team members.

Job Responsibilities

• Provide professional customer service support at the walk-in service window.
  
• Assist customers with violation-related questions, payment inquiries, and general program information.
  
• Process customer payments, including cash, checks, money orders, and credit card transactions.
  
• Reconcile daily payment activity accurately and in accordance with established procedures.
  
• Provide real-time guidance, procedural support, and issue resolution assistance to cross-trained Event Processors assigned to cover the customer service window during staffing absences, leave periods, or other operational coverage needs.
  
• Gather information from customers to properly research, explain, and resolve inquiries.
  
• Use web-based systems and internal tools to review, update, and process violation information.
  
• Enter, edit, verify, and proofread customer and violation data for accuracy.
  
• Open, scan, review, and process inbound customer correspondence as needed.
  
• Support clerical functions including filing, document handling, mail processing, scanning, and records maintenance.
  
• Meet assigned production, quality, accuracy, and customer service standards.
  
• Maintain confidentiality and handle customer information in accordance with company and contract requirements.
  
• Communicate issues, discrepancies, or escalated customer concerns to the appropriate supervisor or manager.
  
• Assist with print, mail, processing, or other office support duties as assigned.
  
• Process speed violations, using web based tools.
  
• Take inbound customer telephone calls.
  
• Gathers information from the caller to properly resolve the situation. Communicate appropriate options for resolution.
  
• Open, scan and process inbound customer correspondence.
  
• Maintain a professional appearance and demeanor while representing PRI in support of Verra Mobility and the Philadelphia Parking Authority contract.
  

Requirements

Qualifications

• Ability to pass a background check and drug test.
  
• High school diploma or GED.
  
• Prior customer service, office, clerical, cashiering, call center, or administrative experience preferred.
  
• Experience handling payments, reconciling transactions, or working in a public-facing service environment is preferred.
  
• Ability to train, coach, and provide real-time support to backup personnel performing customer service window duties.
  
• Strong verbal and written communication skills.
  
• Strong attention to detail and commitment to accuracy.
  
• Ability to remain professional and courteous when assisting customers, including in difficult or high-volume situations.
  
• Ability to learn and navigate multiple computer systems, web-based tools, and databases.
  
• Proficiency with Microsoft Office, including Word, Excel, and Outlook.
  
• Ability to multitask, prioritize work, and meet deadlines in a fast-paced environment.
  
• Dependable, punctual, and able to work independently and as part of a team.
  
• Flexibility and willingness to assist with other operational needs as required.
  
• Must be able to pass all required background checks, drug screening, and contract-related onboarding requirements.
  

Work Environment

This position is performed in an office and customer service window environment. Duties may include sitting or standing for extended periods, using a computer and telephone, interacting with walk-in customers, handling payment transactions, and working both independently and with team members. The position requires professionalism, accuracy, and adherence to established procedures at all times.

Benefits

Paid Time Off (PTO), paid Federal holidays, health insurance, dental, vision, AD&D, short and long-term disability, life insurance, and a Fidelity 401K.

PRI is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business needs.