Customer Svc Representative-JMH

   Customer Service Representative I -PHT

   Job Description

Reports To:  Customer Service Manager Department: Operations

Pay Band: 4 –Non-Exempt Effective Date: October 1, 2025

Overall Responsibilities: Individuals in this position have primary responsibility for assuring customer satisfaction while selling monthly decals and cards, processing bills/payments, and developing bulk customer sales leads. Also, serve as customer service receptionist.

Duties and Responsibilities:

Cover receptionist desk. 

Commits to a varied schedule according to business needs.

Acts as a liaison between customers and the parking staff.

Resolves customer service issues.

Answers telephone inquiries regarding facility locations, monthly and daily rates, and space availability.

Handles complaints and/or problems regarding parking machines, pay stations, parking operations, and vehicle accidents occurring within JMH facilities.

Send and respond to emails regarding parking accounts, including customer inquiries.

Perform closing office duties at a timely manner.

Receives payments and issues monthly parking accounts and cards.

Performs inventory of monthly accounts.

Updates computer files in the administrative system.

Performs other work as assigned.

Processes customer refund payments.

Process accounts receivables billing every month.

Required Knowledge, Skills and Abilities:

Strong written and verbal communication skills; Must be able to communicate fluently in English and Spanish.

Ability to courteously and effectively deal with customers in person and over phone calls.

Ability to provide parking-related information to the public.

Proficiency in computer systems and strong typing skills.

Knowledge of parking facility rules, regulations, and procedures.

Knowledge of simple arithmetic and critical decision-making.

Ability to work with charts, tables, and schedules.

Ability to work independently and complete assigned responsibilities on your own.

Ability to manage phone calls appropriately to ensure clear messages with the staff.

Follow oral and written instructions.

Job Qualifications:

Experience - At least one year of Customer Service experience

Education - High school education

Bilingual – English – Spanish

Requires accuracy and great attention to detail in checking, posting, counting and operation of equipment, such as computer terminals, simple calculators, copiers, and/or knowledge of a variety of office routines.

Judgment and Decision Making

Restricted scope of duties. Some analysis of facts surrounding individual problems. Referral to supervisor for involved or questionable cases.

Responsibility:

Loss of materials and/or process would seldom exceed $100.00 per incident.

Inattention or careless operation of equipment may cause lost time injury to self or others in immediate area.

Errors may involve losses such as improper costs, overpayments, failure to take discounts, waste of materials, damage or loss of equipment.

Work not continually subject to verification or check, although errors usually remain within the Agency.

Regular contacts with employees in other departments, general public and customers requiring tact, to avoid friction and obtain cooperation.

Must call 2 hours prior to schedule when employee will be out. If an emergency arises that a replacement cannot be found for the next schedule the employee working at that moment must be able to stay at the most 2 hours after their schedule time until a replacement is found.

Manual Skill and Dexterity:

Job does not require skills and abilities beyond those normally possessed by the average individual. Manual ability requirements can be performed without practice.

Physical Effort:

Light to moderate physical effort. Duties requiring frequent mental and visual attention where workflow is intermittent and cycle or process involves waiting.

Working Conditions: 

Very good working conditions. Absence of unpleasant elements for all practical purposes. Usual office conditions.