Job Description
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 requires strong communication skills in both English and French, attention to detail, and the ability to work efficiently in a fast-paced environment. As part of a 24/7 operation, the position involves working various shifts, including weekends, evenings and overnights.
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
Call 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
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.
✔ Technical Proficiency:
Competency in Microsoft Office.
Artificial Intelligence Proficiency, Understanding AI Driven Customer Service Tools (eg. Chatbot, automated call handling), Ability to interpret AI-generated insights for operational movements
Strong computer and keyboarding skills, including a minimum typing speed of 30 words per minute.
Experience Requirements
✔ Minimum 2 years of customer service experience, preferably in a technical or support-driven environment
Personal Attributes
✅ 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.
Working Conditions
Work Environment: Office setting, with occasional site visits as needed.
Schedule: Full-time position with shift work, including evenings, overnights, weekends, and holidays.
Why Join Us?
This position offers a dynamic work environment where problem-solving and customer service skills are valued. You’ll have the opportunity to work with a supportive team, gain valuable industry experience, and play a key role in ensuring smooth parking operations for customers and businesses alike.
Application Process:
Interested candidates should submit their resume and cover letter detailing their relevant experience and qualifications. Email – [email protected]
Hourly Rates:
$22.00 to $25.00
Job Type: Full-time
Pay: $22.00-$25.00 per hour
Benefits:
Dental care
Extended health care
Vision care
Work Location: In person
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 requires strong communication skills in both English and French, attention to detail, and the ability to work efficiently in a fast-paced environment. As part of a 24/7 operation, the position involves working various shifts, including weekends, evenings and overnights.
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
Call 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
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.
✔ Technical Proficiency:
Competency in Microsoft Office.
Artificial Intelligence Proficiency, Understanding AI Driven Customer Service Tools (eg. Chatbot, automated call handling), Ability to interpret AI-generated insights for operational movements
Strong computer and keyboarding skills, including a minimum typing speed of 30 words per minute.
Experience Requirements
✔ Minimum 2 years of customer service experience, preferably in a technical or support-driven environment
Personal Attributes
✅ 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.
Working Conditions
Work Environment: Office setting, with occasional site visits as needed.
Schedule: Full-time position with shift work, including evenings, overnights, weekends, and holidays.
Why Join Us?
This position offers a dynamic work environment where problem-solving and customer service skills are valued. You’ll have the opportunity to work with a supportive team, gain valuable industry experience, and play a key role in ensuring smooth parking operations for customers and businesses alike.
Application Process:
Interested candidates should submit their resume and cover letter detailing their relevant experience and qualifications. Email – [email protected]
Hourly Rates:
$22.00 to $25.00
Job Type: Full-time
Pay: $22.00-$25.00 per hour
Benefits:
Dental care
Extended health care
Vision care
Work Location: In person
💡 Quick Summary
Seeking a career-building opportunity? The Overnight Bilingual Customer Service Representative / Monitoring Agent position is now open for candidates interested in the Customer Care Executive sector. This role in North York offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care Executive is a plus.
