Guest Services Coordinator

Since its inception, The Parking Spot has made superior airport parking experiences easy and affordable by focusing on hospitality. Now with more than 25 years in business, The Parking Spot has cemented itself as the leading near-airport Parking Company with 40+ locations at 28 airports, over 2,000 employees nationwide and 2 incredibly strong brands – The Parking Spot and Park ‘N Fly by The Parking Spot.

What makes working at The Parking Spot so special? We have created a culture of support, fun, and camaraderie that allows us to be the most innovative company in the parking industry. As a nationwide business with a small business feel, there are endless opportunities within The Parking Spot to grow your career. Come join us and see how we leverage people and technology to deliver a superior product, outshine our competition, and find creative and innovative solutions to everyday problems.

Salary Range: $45,000-$55,000

What we offer: 

• Participation in and financial benefit from our shared employee ownership program
• Hybrid work environment
• Career development and growth opportunities
• Ability to gain exposure to all areas of the business
• Great benefits including Medical, Vision, Dental and a 401k plan
• Annual discretionary bonus program
• Team oriented, fun and friendly work environment
• Immediate opportunity to make a large impact

Our offices are based in the heart of the Loop in downtown Chicago, but we are pleased to note that our Chicago office is operating on a hybrid work model (mix of in-office and remote work). 

Position Summary:

The Guest Services Coordinator is an exciting opportunity to act as the “voice of the customer” for the leading near-airport parking company in the United States.  This person will be the primary contact with The Parking Spot’s guests, answering questions and addressing complaints, while synthesizing this guest feedback into recommendations for improvements throughout the company.  Strong candidates should be able to produce high quality work at a fast pace, while thinking creatively and critically to meet the customer’s needs.

Key Responsibilities:

• Understand The Parking Spot’s 40+ properties and national programs. This includes rates, amenities, promotional offers, reservations program, and especially, the Spot Club loyalty program
• Provide best in class customer support to our guests by responding to emails, answering customer phone calls, responding to customer reviews and social media, and resolving 80+ cases per day
• Follow outlined team workflows and triage current/known issues as needed
• Resolve issues regarding reservations, payments, and any questions related to company policies
• Develop a strong rapport and communicate effectively with field and corporate personnel to coordinate customer service solutions
• Make recommendations for improving our marketing programs and guest services at our facilities; interface with IT to make website recommendations/changes/updates/fixes
• Contribute to Marketing and Sales team by performing other duties as assigned by manager 

Knowledge, Skills, & Experience Required:

• 1-2 years of online or email customer service experience
• Experience in Zendesk preferred, but not required
• Must have a flexible schedule, with the ability to assist with guest emails on weekday evenings, weekends and holidays as needed
• Excellent organizational and written/verbal skills, with the ability to coordinate resolutions to inter-departmental issues with our brand voicing in mind
• Willing and able to champion the airport parking consumer’s point of view to resolve issues
• Must be patient and a confident self-starter, able to work autonomously and be a team player
• Ability to learn on the fly and adapt to change
• Must have a dedication to customer satisfaction

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Any disclosed pay range is based on a consideration of neutral factors and criteria such as required qualifications, experience, education, skill, training, certifications, seniority, etc. The Parking Spot reserves the right to offer the selected candidate or applicant a salary at an appropriate level to be set and determined by the employer that is commensurate with the applicant’s qualifications, experience, education, skill, training, certifications, or seniority.  

At The Parking Spot, we don’t just accept difference - we celebrate and seek it.  We believe a diverse, inclusive, and equitable company is one where all employees, partners, and customers are welcome, supported, and valued. As a company in the travel industry, we witness the power of bringing individuals from different backgrounds and communities together. We treat all others with dignity and respect and stand firmly against racism and discrimination in any form. We intentionally develop diverse teams and relationships to ensure all voices are heard and to foster equal opportunity for all. We are committed to listening, learning, and growing because we know that our work is never done.