Customer Service Representative - University of Houston

Customer Service Representative - University of Houston Application Deadline: 24 June 2026 Department: Operations - Field(OPS001) Employment Type: Full Time Location: L21093500_4224 Elgin St Reporting To: Manager Compensation: $16.00 / hour Description Position: Customer Service Representative Location: University of Houston Pay: $16 an hour Shift: 8 Hour Shifts between 7:00 AM to 7:00 PM 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. Key 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 Act 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 Provide support and training to new CSR positions Keep accurate records and update all systems with required information Assist other CSR’s with trouble shooting for clients Process all work orders and meter out reporting and upload the required documents to the share drive Process hotel voids and enter into wireless system for revenue purposes Prepare and cost out supply orders for all attendant locations and then upload the required information to the share drive Prepare all Non‑registered passes for Hotel Macdonald and place them into wireless system for revenue purposes Assist with monthly Guest Passes for the Westin Hotel invoicing purposes Maintain 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 Skills, Knowledge and Expertise Must be at least 18 years of age G12/Equivalent 1 year customer service experience in a high‑volume, fast‑paced environment (e.g. Retail, call center) – preferred 1 year data entry experience equaling 40 WPM 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 and 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 and 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 Benefits Full Time Only Generous Paid Time Off: Enjoy 10 days of paid time off, plus 8 paid holidays 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 401(k) Plan: Benefit from a generous employer match with immediate vesting 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 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 #J-18808-Ljbffr