BWI - Customer Service Representative

Job Description

Job Description

Description

Location: BWI Airport
Title: Customer Service Representative
Shift: Varying (Daytime Hours)
Hourly Pay: $1
Position is comparable to a shuttle greeter
*You will need to be comfortable standing and in an outdoor setting during your shift.

The Customer Service Representative (CSR) is responsible for delivering exceptional service to monthly parking customers, transient guests, and internal stakeholders. This role handles high-volume written and phone-based transaction requests while ensuring accuracy, professionalism, and seamless customer experience. 

The ideal candidate thrives in a fast-paced environment, demonstrates strong attention to detail, and serves as a brand ambassador in every interaction. 

• Serve as the primary point of contact for monthly parking customers, including prospective, existing, and internal stakeholders 
• Handle inbound calls, emails, and written correspondence in alignment with service level and quality standards 
• Resolve customer inquiries, requests, and complaints with professionalism, empathy, and accuracy 
• Support customer retention by delivering consistent, high-quality service experiences 
• Assist customers with account setup, maintenance, and web-based platform navigation 
• Process customer transactions, including new account sign-ups, updates, and cancellations 
• Accurately enter and maintain customer data, payment details (credit card and pre-authorized payments), and account notes 
• Ensure all customer interactions and transactions are properly documented in CRM systems 
• Provide branch, lot, and account maintenance support 
• Manage high-volume workloads while maintaining accuracy, efficiency, and professionalism 
• Complete after-call work and required documentation promptly 
• Monitor and respond within established service level agreements (SLAs) 
• Maintain data integrity through accurate data entry and system updates 
• Communicate and enforce company policies, procedures, and parking regulations 
• Stay current with changes to workflows, policies, and product offerings 
• Utilize available resources such as internal knowledge bases, policies, and training materials 
• Assist team members with troubleshooting and issue resolution 
• Coordinate operational tasks such as work orders, meter outage reporting, and documentation uploads 
• Support supply order preparation and submission for parking locations 
• Maintain deliverable calendars to ensure deadlines are met across departments 

• Strong communication skills (verbal and written) with excellent phone etiquette 
• Demonstrated ability to manage multiple priorities in a structured, fast-paced environment 
• High attention to detail with strong data entry accuracy 
• Critical thinking and problem-solving skills with sound judgment 
• Ability to handle customer concerns professionally and effectively resolve conflicts 
• Proficiency in Microsoft Office and customer systems (CRM, phone platforms, etc.) 
• Self-motivated, adaptable, and team-oriented with a strong work ethic 

REQUIREMENTS:  

• High School Diploma or GED equivalent 
• Minimum 1 year of customer service experience in a high-volume environment (e.g., call center, retail) preferred 
• Must be at least 18 years of age 
• Must successfully pass a background check, in accordance with company policy and applicable laws 
• Must be authorized to work in the United States and able to provide documentation verifying eligibility, as required by the Department of Homeland Security. Reimagined Parking participates in the E‑Verify program to confirm employment eligibility. 

PHYSICAL DEMANDS:  

• Ability to remain seated for extended periods while working at a computer workstation 
• Frequent use of a computer, keyboard, and telephone for data entry and customer communication 
• Ability to read, analyze, and interpret information on a computer screen 
• Occasional lifting of office supplies or materials up to 10–15 pounds 
• Frequent talking and listening to interact with customers via phone and virtual channels 
• Ability to maintain focus and productivity in a fast-paced, high-volume work environment  

WORKING CONDITIONS:  

• Fast-paced, high-volume contact center environment  
• Performance-driven with call monitoring and quality assurance standards  
• Positioned outdoors in various type of weather

OTHER DUTIES:  

Please note this job description is not designed to cover or contain an all‐inclusive list of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice 

Join our team and enjoy an outstanding benefits package, including:

(Full Time Only) 

• Generous Paid Time Off: Enjoy 10 days of paid time off, plus 8 paid holidays, so you can rest and recharge. 
• Comprehensive Health Plans : Access top-notch Medical, Dental, and Vision coverage for you and your family. 
• Life and Disability Insurance: Company paid basic life and Short-Term Disability to secure your future with essential protection for you and additional options for your loved ones. 
• 401(k) Plan: Benefit from a generous employer match with immediate vesting to help you save for retirement. 
• Employee Assistance Program: Access behavioral Health Care to assist with personal needs for you and your family members. 
• Parental and Caregiver Leave: Enjoy time off to support your growing family or care for loved ones.  

(Part Time) 

• 401(k) Plan: Benefit from a generous employer match with immediate vesting to help you save for retirement. 
• Sick Time Off: Prioritize your health and well-being with paid sick leave based on state laws and regulations. 
• Employee Assistance Program: Access behavioral Health Care to assist with personal needs for you and your family members. 

Union:

• If this position is union‑represented, employment terms, benefits, and conditions are governed by the applicable Collective Bargaining Agreement (CBA).