Operation Support Hotline - Full-Time
Location: Remote
Schedule: Monday - Friday, 8:30am - 5:00pm, PST
The Operations Support Hotline role provides frontline support for operational requests and acts as a central contact point for internal stakeholders. This role resolves time‑sensitive inquiries, coordinates with cross‑functional teams, and maintains accurate data across key systems. It requires strong communication skills, attention to detail, and the ability to manage multiple support channels—including phone, email, chat, and form submissions. The position also supports quality assurance checks, system testing, and ensures smooth daily operations and continuous improvement across functions.
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Respond to inbound issues and time‑sensitive operational requests across phone, email, chat, and form channels (e.g., payments, account updates, rate changes, troubleshooting).
- Provide clear, accurate, and professional support to both internal and external stakeholders.
- Collaborate with cross‑functional teams to gather information, coordinate solutions, and escalate recurring or complex issues.
- Maintain accurate account notes, documentation, and customer‑facing content; proofread updates for clarity and consistency.
- Manage and triage requests through shared mailboxes, SharePoint, and Jira, including submitting operational requests as needed.
- Conduct QA checks on rate changes, lot closures, expiries, and other operational updates.
- Ensure data accuracy in Lotbook resources and related systems.
- Support system, form, and tool testing as assigned by IT or leadership.
- Use internal systems (SharePoint, Confluence) to research issues and inform decision‑making.
- Follow schedule expectations and departmental communication standards.
- Perform additional duties as needed to support operational objectives.
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1+ year of Call Centre Experience handling calls, emails and chat.
- Strong written communication skills with excellent grammar, spelling, and adaptability to formal and casual tones.
- Experience in fast‑paced, customer‑focused environments with resilience in shifting priorities.
- Highly organized with the ability to balance issue resolution, documentation, and communication.
- Strong professionalism and ability to build positive working relationships.
- Ability to work collaboratively within a team-oriented environment.
- Quiet, dedicated workspace with minimum internet speed of 150mbps
(Full-Time Employee Only)
Medical/Vision
Dental
Life Insurance
AD&D
STD
LTD - offered based on employee group
RRSP - offered based on employee group
EAP - offered based on employee group
Vacation
The Reimagined Parking family of nationally recognized operating companies–Impark, Lanier Parking, Republic Parking, AmeriPark, and Park One—is a leading people-driven, tech-powered parking solutions provider. Our workforce of 6,500 manages 2,500 high-density parking facilities across 275 North American cities, generating 34 million digital transactions annually.
Reimagined Parking is an equal opportunity employer. Reimagined Parking does not discriminate on the basis of race, ancestry, religion or creed, color, sex, national or ethnic origin, gender identity, gender expression, sexual orientation, age, marital status, family status, veteran status, disability status, or any other protected ground of discrimination/class status protected by state/provincial or federal law, as applicable. Reimagined Parking complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
United States - California applicants only:
The Company will consider qualified applicants with arrest or conviction records for employment in accordance with the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers and the City of Los Angeles Fair Chance Initiative for Hiring, and other local ordinance, as applicable. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if the Company is concerned about a conviction or convictions that is/are directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction(s), provide mitigating evidence, or challenge the accuracy of the background report. A criminal history may have a direct, adverse and negative relationship upon certain job duties of this employment position, and such criminal history may result in the withdrawal of a conditional offer of employment.
Find out more about the Los Angeles County Fair Chance Ordinance at https://opportunity.lacounty.gov/wp-content/uploads/2024/03/FCO-FAQ-Final-Updated-with-Recommendations.pdf. Find out more about the California Fair Chance Act by visiting the Civil Right’s Department Fair Chance Act webpage: https://calcivilrights.ca.gov/fair-chance-act/.
