Job Description

We are looking for a Customer Call Center Representative capable of handling Inbound calls.  This individual would handle 30-50 calls a day.  

Monday - Friday 8-4:30pm - In Office

PRINCIPAL DUTIES AND RESPONSIBILITIES:

1. Supports high volume inbound and/or outbound Finance parking accounts receivable contacts. Listens or reads keenly and researches issues raised on each call or written contact to understand the nature of inquiry and provide timely, accurate and complete resolution.
2. Investigates unique parking guests’ inquiries and takes the appropriate action; through a refund and/or reduction of parking fees due.
3. Performs quality control procedures on supporting packet(s) of Parking Control System’s documentation used to resolve guests’ parking fee inquiries.
4. Performs duties in the Parking Control System workstations and ancillary systems to research parking operations and resolve customer parking fees or operational disruptions.
5. Creates payment documentation to process payments for parking accounts receivables and unblocks North Texas Toll Authority (NTTA) Toll Tag for future access into the DFW parking system.
6. Collects parking fees in accordance with the Schedule of Charges.
7. Performs a higher level of troubleshooting of parking fee, parking access, and device reader problems utilizing the Parking Control System screens, written systems documentation, operational processes and controls and other available resources
8. Contributes to the development of Finance parking accounts receivable procedures, forms, and online materials
9. Supports Finance Parking Revenue Team by performing any number of assigned tasks – including but not limited to:
   1. Receives and processes daily incoming unpaid parking fee mail. Performs a blind audit of the daily incoming unpaid parking fee mail and records all received documents including credit cards for application to unpaid parking fees in the accounts receivable debt management system and prepares the daily bank deposit.
   2. Performs check processing for parking fee refunds by preparing the checks for a secondary review and audit including hotels on Airport Premises, Valet, and parking customers.
   3. Coordinates daily entry of unpaid parking fees into the debt management system. Reviews and reconciles records to ensure accuracy and completeness of source data and input.
      
   4. Manages the NTTA Toll Tag Exception Report for declined credit cards, including blocking the NTTA Toll Tag for future parking until unpaid parking fee debt is resolved.
   5. Coordinates the daily DFW Valet audit report for integrity and tracking. This report is vital to resolution of future Valet parking incorrect charges.
10. Performs parking revenue special projects and all duties assigned by the RCCS or their designee.
11. Work collaboratively with other team members in support of the entire team’s, department, and organizational goals and objectives, to develop efficient processes for handling issues and to resolve problems when they occur. Actively participate in team building activities.

MINIMUM REQUIREMENTS:

• Completion of high school curriculum or equivalent.
• Three (3) years of increasingly responsible administrative or customer relations experience.
• Any equivalent combination of education and/or experience may be substituted for the above.
• Possession of a valid Class C driver’s license.

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