Customer Service Manager

Trade Center Management Associates
$60,000 - $65,000
United States, D.C., Washington
1300 Pennsylvania Avenue Northwest (Show on map)
Feb 19, 2025
Ronald Reagan Building and International Trade Center (RRB/ITC) is a dynamic hub for government, business, commerce and the community, in the heart of the nation's capital. As the first and only federal building dedicated to both public and private use, the Reagan Building is the official World Trade Center Washington, DC, featuring a premier conference and events center, executive office space, attractions and exhibits, retail, dining, parking and public programming. Trade Center Management Associates (TCMA, A Drew Company), the exclusive manager of the Ronald Reagan Building and International Trade Center, is seeking a Customer Service Manager, for our Parking Department, to join our team. The Customer Service Manager is a very pivotal position within the Parking Department that strives for excellence and looks for innovative ways to improve our service we extend to our clients, tenants and parking customers. The Customer Service Manager works hands on with the Customer Service Representative to help with incoming telephone calls, emails, new monthly parking applications, validations and coupon purchases. The position ensures all data is entered accurately into software and provides daily updates to Director of Parking Operations. Essential Functions Ability to resolve complex billing issues. Determines guest charges and processes payments via money order, credit card, or EFT. Develops and maintains strong relationships with co-workers, clients, customers, and tenants. Trains, coaches, and encourage employees. Provides front desk coverage in the absence of Customer Service Representative. Works closely with the accounting department to accurately prepare reports for clients and customers. Completes weekly and monthly account audits. Accurately enters data into PARCS Reconcile payments for monthly parkers when necessary. Supports all day to day operations. Conducts Annual market surveys (FMV) Maintaining and updating spreadsheets for all reserved spaces/vehicles in the garage. Ordering of garage (lobby cards, exception tickets etc.) and office supplies. Conduct collections phone calls Help new customers with paperwork for obtaining monthly parking and RRB/ITC Building ID card Develop and refine marketing plans and strategies for parking Job Requirements Bachelor's degree, preferred A minimum of three years supervisory experience in guest services, front desk, or related professional area. A minimum of three years PARCS experience (Preferably with McGann and/or TIBA). Strong verbal and written communication skills and proficiency in Microsoft Office Suite including PowerPoint, Word, Excel, etc. Extreme attention to detail, proofreading skills and accuracy are essential Ability to interact professionally and courteously with clients, customers, office personnel and contractors Must be self-motivated who can prioritize, problem solve, delegate, and lead with minimal supervision Must have solid customer service skills and experience Must be able to work 8:30 am to 5:00 pm