The role involves assisting customers with booking transient parking reservations, processing refunds and reimbursements, relocating reservations, reporting parking issues, and answering any other questions customers may have.

Essential Functions

• Book parking reservations using the client's website, comparing locations for rates, distance from the customer's destination, and reviewing amenities and restrictions prior to booking.
• Follow the client's processes for rebooking reservations, issuing refunds, or reimbursing customers to resolve their concerns.
• Report parking closures, full lots, and other on-site issues to the client and to the operators of the affected parking garages and lots.
• Use a tagging chart to accurately label case types and send pre-built email templates (macros) to customers.
• Communicate with internal team members and subject matter experts (SMEs) for questions and assistance using Slack.
• Deliver natural, unscripted conversations, using reassurance and empathetic statements, educating customers on processes, and following the client's guidelines for issuing credits, refunds, and reimbursements.

Work Schedule

• The account operates from 12:30 PM to 11:00 PM US Central Time (CST) every day of the year, including holidays. Associates will be assigned full-time 40-hour schedules within this window.
• Weekend and holiday work is required; holiday hours are compensated at premium rates.
• Rest days rotate during the week and are scheduled as two (2) consecutive days off to support proper rest and work-life balance.
• A 60-minute unpaid lunch break plus paid rest breaks in accordance with company policy.

Work Location

• Rockwell Business Center Sheridan, Sheridan St. corner United St., Mandaluyong City, 1554 Metro Manila
• Easily reachable by all forms of public transportation.
• Modern facility with 24/7 security, backup power, and ample parking.

Requirements

• Able to navigate multiple websites and screens at the same time while engaging with customers.
• Excellent English communication skills, both verbal and written, with a neutral accent suitable for a US customer base.
• Comfortable working without a script, able to deliver reassurance, empathy, and customer education naturally while following client guidelines.
• At least 1 year of BPO customer service experience supporting a US or international account preferred.
• Proven reliability and attendance record; ability to commit to evening, weekend, and holiday scheduling.
• Willingness to work onsite at Rockwell Business Center Sheridan, Mandaluyong City.

Growth Opportunities

• This team has room to grow! Depending on performance, associates can be uptrained to handle specialized Monthly and VIP call types, or advance into SME support roles.
• Early performers will be first in line for team leadership positions as headcount expands.

What We Offer

• HMO Provided: Coverage for you as part of your benefits package.
• Pioneer Team Advantage: Be a founding member of a brand-new account with very high potential for promotion to specialized and leadership positions as the team grows.
• Family-Like Culture: A smaller working environment with a close-knit, family-like culture.
• Performance Bonuses: Monthly performance bonuses tied to quality, customer satisfaction, and productivity targets.
• Perfect Attendance Bonus: A monthly bonus for perfect attendance.
• Full-time, dedicated account assignment with a stable, predictable 40-hour work week.
• Two consecutive rest days scheduled every week.
• Paid, company-provided training with no cost to you.
• Overtime and holiday work compensated at premium rates.

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