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Parking Call Center Representative- 2nd shift
Abm Industries
Manage call center operations, ensure service quality and customer satisfaction
6d ago
Intermediate (4-7 years), Expert & Leadership (13+ years), Junior (1-3 years), Experienced (8-12 years)
Full Time
Chicago, IL
Onsite
Company Size
117,000 Employees
Service Specialisms
Janitorial
Engineering
Parking
Electrical and lighting
Energy solutions
HVAC and mechanical
Landscape and turf
Mission critical solutions
Sector Specialisms
Industrial
Energy
Infrastructure
Buildings
Residential
Commercial
Water Resources
Heavy Civil
Role
What you would be doing
call audits
queue management
ticket updates
performance reporting
service response
escalation handling
- Participate in regular audits of calls and provide constructive feedback.
- Manage call queues, tickets, emails, and manage scheduling to meet service level agreements.
- Generate and analyze call center performance reports, identifying trends, areas for improvement, and opportunities for efficiency.
- Provide regular updates on management on team performance and key metrics.
- Proactively update tickets within multiple ticketing systems.
- Respond to all service requests via, ticket, phone, email, ping, or other forms of communication.
- Address escalated customer issues promptly and effectively.
- Foster a positive and collaborative team environment focused on achieving performance goals and delivering outstanding customer service.
- Monitor customer satisfaction metrics and suggest strategies to improve customer experience.
- Adhere to quality assurance processes to ensure consistent and high-quality customer interactions.
- Adhere to performance expectations, key performance indicators (KPIs), and Service Level Agreements (SLAs)
What you bring
communication
high school
bachelor's
call center
3+ years
leadership
- Strong communication and interpersonal skills.
- Proven track record of achieving and exceeding performance targets.
- High school diploma required; bachelor's degree preferred.
- Familiarity with call center technology and software.
- 3+ years of experience in call center operations, with at least 1-2 years in a leadership role.
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
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Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
1909 Founded
Year of Establishment
The company began operations as a window-cleaning service in San Francisco.
$8.4B Revenue
Annual Revenues
Reflects the company's global scale and integrated service model.
6B sq ft
Space Managed
The company services over 6 billion square feet of space daily.
27/30 Airports
Busiest U.S. Airports
The company manages operations at 27 of the 30 busiest U.S. airports.
- Evolved into a global facility-services powerhouse.
- Delivers integrated janitorial, engineering, parking, energy, HVAC, electrical, landscaping, and EV-charging services.
- Operating across major sectors, including aviation, education, healthcare, manufacturing, and commercial real estate.
- Typical projects span airports, hospitals, schools, data centers, stadiums, corporate campuses, and industrial facilities.
- A hallmark expansion strategy has consisted of strategic acquisitions—such as GCA Services Group in 2017 and Able Services in 2021.
- Standout fact: its workforce automation tools power mission-critical operations in data centers and microgrid installations.
- Building strong relationships with customers, delivering high-quality services.
- Maintaining the highest standards of integrity in all actions.
- Striving to deliver exceptional results with innovation and continuous improvement.
- Working together to achieve shared goals and fostering collaboration across the company.
- Treating everyone with dignity and respect, honoring diversity and encouraging inclusivity.
2040 Target
Net-Zero Carbon Emissions
Aims to achieve net-zero carbon emissions by 2040, demonstrating a strong commitment to combating climate change.
- Integrates sustainability into operations and offerings, prioritizing energy efficiency and renewable energy solutions.
- Focuses on sustainability through a framework that reduces waste, energy use, and water consumption.
- Tracks progress using key performance indicators (KPIs) and publishes annual sustainability reports.
- ABM's DEI strategy emphasizes creating a diverse, equitable, and inclusive workplace.
- The company is committed to increasing the representation of women and minorities in leadership roles.
- ABM tracks diversity metrics and provides data on gender balance, aiming to improve gender representation across all levels.
- The company has specific goals to recruit and retain diverse talent across its operations.
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