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A career with us is rewarding in more ways than one.

As a hospitality services company, our commitment is to create smiles by delivering exceptional experiences. When you work with us, you have an opportunity to impact the millions of patients, visitors and guests we proudly serve. Whether providing compassionate service that eases the anxiety of a patient and their family, creating a memorable experience for a guest in a new city, or helping a colleague, every day is a new opportunity to brighten someone else’s day and make an impact. When we see a customer, a client or one of our own team members smile, we know we made an impact. It’s why we do what we do.

Towne Park is a place where you can make a difference and create smiles every day.

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SUMMARY

The Customer Support Representative, Revenue Optimization responds to both customer and client support requests related to revenue optimization services, including T-Park, enforcement and dynamic pricing . In addition to providing and tracking support needs, this position proactively monitors revenue optimization locations to identify any technical issues proactively before they create a need for client support. This role helps ensure that our revenue optimization technology and client base is operating effectively to successfully meet company, client and customer needs, and that day-to-day issues are managed with minimal business impact.

JOB DETAILS

Compensation: Towne Park is committed to offering competitive, fair, and commensurate compensation. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location. The hourly base pay for this position is $25.00 per hour.

Benefits: Employees are eligible to enroll in medical, dental, and vision insurance, accident insurance, critical illness insurance, hospital indemnity insurance, and telemedicine benefits. Employees are provided company-paid basic life and AD&D insurance as well as short-term and long-term disability. Employees are also able to enroll in the company’s 401k retirement savings plan.

Paid Time Off: Employees accrue 0.0385 hours of PTO per hour worked up to a maximum of 80 hours per calendar year. Employees receive 6 paid holidays throughout the calendar year and employees accrue up to a maximum of 4 paid floating holidays per calendar year.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.

Reasonable accommodations may be made to enable individuals with disabilities to perform all functions.

• Urgently respond to all inbound support requests submitted via phone, email or website.
• Assists T-Park clients with basic training and support needs, refund requests, etc.
• Assists Enforcement clients with system support and parkers who receive violation notices with payment processing assistance or dispute resolution.
• Assists Towne Park’s field operations team with support related to dynamic pricing daily needs, rate calendar, pricing updates, etc.
• Escalates support requests beyond the scope of the role to the Project Manager, Revenue Optimization or VP, Revenue Optimization.
• Utilizes multiple types of software to resolve support requests and document all requests diligently and in an organized fashion in Towne Park’s tracking system (ServiceNow).
• Performs work in a timely and high-quality manner.
• Creates and manages system and procedural documentation.
• Assists the Revenue Optimization leadership team with special projects as needed.
• Provides recommendations to Revenue Optimization team on product or service enhancements that can be made globally to result in less requirements for support.

Systems and Standards

• Treats clients and associates with courtesy, respect, and dignity.
• Maintains a clean, neat work environment.
• Completes all essential requests for support in a timely manner.
• Effectively documents all support events and maintains a high level of organization.

Safety and Risk Management

• Understands and follows safety and security procedures.
• Practices preventative safety procedures as set forth by Towne Park.
• Reports all accidents and incidents immediately to direct supervisor.
• Uses only equipment trained to use and operates all equipment in a safe manner.
• Reports all potential high-risk areas and safety/cybersecurity concerns to the supervisor.

• Minimum 2 years work experience in customer support or IT support role.
• Previous experience with ServiceNow or other support ticketing systems preferred.
• Excellent communications and customer service skills.
• Highly organized and effective at documentation.
• Able to quickly learn new software functionality

Knowledge & Skills:

• Full competency with revenue optimization technologies and extensive knowledge of system-level networks, hardware, and software; with the ability to keep abreast of new and developing technologies.
• Ability to effectively plan, set priorities, and manage several complex projects simultaneously while working under pressure to meet deadlines.
• Excellent troubleshooting, problem solving, thinking “outside the box” capabilities.
• Works well unpressured both individually and within a team environment.
• Ability to research information and track multiple priorities.
• Ability to read, analyze, and interpret technology related documents.
• Superior written and verbal communication skills to effectively communicate with users and others.
• Ability to exercise considerable judgment and discretion in dealing with matters of significance for the company.
• Knowledge and experience with SharePoint.
• Working experience with Office 365.

Authority to Act:

Job is fairly routine. Incumbent follows established practices and procedures. Duties are performed with specific directions given and work is checked or verified on a frequent basis. Decisions are made within specific operational instructions and departmental guidelines. Errors in judgment could affect the smooth and efficient operation of the department.

Budget Responsibility:

The employee has control over resources available only.

The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit or stand for extended periods of time and may be required to run; walk; handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Lifting Requirements

Exerting up to 50 pounds of force occasionally, and/or up to 25 pounds of force frequently, and/or greater than 10 pounds of force constantly to move objects.

Working Environment

The majority of work will be performed in climate-controlled environment, but may be exposed to inclement weather and varying degrees of temperatures on occasion.