Bilingual Customer Service Representative

Company Description:

As Canada’s parking and mobility industry leader, Precise ParkLink is a nation-wide managed services and technology firm with more than 1000 employees across Canada, a head office in Toronto, and 18 supporting offices across the country.

Precise ParkLink manages thousands of parking lots on behalf of hundreds of property owners. They supply cutting-edge technology and services to thousands of clients in the healthcare, municipal, commercial, institutional, and private sectors.

Job Summary:

The Bilingual Customer Service Representative / Monitoring Agent plays a critical role in ensuring the smooth operation of parking facilities by handling inbound calls, resolving invoice disputes, and providing monitoring support. This role is part of a 24/7 operation and requires strong communication skills in both English and French, attention to detail, and the ability to work efficiently in a fast-paced environment.

Shift Schedule: Overnight 11:00 pm to 7:30 am. Mandatory availability on weekends. 2 weekdays off

Job Responsibilities

Inbound Calls & Customer Support

• Call Handling: Log all incoming calls into the Customer Service Systems and determine the appropriate action.
• Types of Calls: Example Types

o Machine Malfunctions: Transfer reports of machine malfunctions to the Service Department.

o Customer Inquiries: Assist customers with inquiries regarding parking, permits, payments, and disputes.

Facility Monitoring & Operational Support

• Real-Time Monitoring: Track Company Vehicles, On-site Equipment Health and overseeing on-site parking operations.
• Customer Assistance: Provide real-time support to parkers at various locations, including access control and pay-on-foot/pay-and-display machines.
• Incident Response: Prepare service calls in response to alarms detected on parking machines.
• Cash Level Monitoring: Track and report cash levels of parking stations to prevent service disruptions.
• Technical Support: Respond to real-time customer issues and escalate cases to Service/IT technicians when necessary.

Administrative & Clerical Duties

• Documentation: Maintain accurate call logs and records for tracking and reporting purposes.
• Transaction Verification: Investigate overpayment/overcharge inquiries by collecting machine numbers and transaction times.
• Service Coordination: Direct machine malfunction calls to the Service Department

Skills & Qualifications

• Motivated & Results-Driven: Takes initiative and works efficiently.
• Team Player: Works collaboratively to achieve team and company goals.
• Adaptable: Thrives in a fast-paced, high-volume work environment.
• Technical & Customer Service Skills
• Detail-Oriented: Strong organizational skills with the ability to multitask.
• Confidentiality: Ability to handle sensitive customer and company information with discretion.
• Communication: Excellent telephone etiquette and customer service skills.
• Problem-Solving: Ability to think quickly and take appropriate action.
• Proficiency in English and French
• Competency in Microsoft Office
• Artificial intelligence proficiency, including understanding AI-driven customer service tools (e.g., chatbots and automated call handling), and the ability to interpret AI-generated insights for operational improvements.
• Strong computer and keyboarding skills, including a minimum typing speed of 30 words per minute.
• Minimum of 2 years of customer service experience, preferably in a technical or support-driven environment.

Precise ParkLink is an equal opportunity employer committed to inclusive and barrier-free recruitment, selection processes, and work environments. We are dedicated to ensuring that your needs are fulfilled in accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). Please reach out to the Human Resources department to ensure that your accessibility needs are appropriately accommodated.

Job Type: Full-time

Pay: $21.00-$24.00 per hour

Benefits:

• Dental care
• Extended health care
• Vision care

Language:

• French (required)

Work Location: In person