Customer Support Representative

Company

IPS Group, Inc. is a design, engineering and manufacturing company focused on low power wireless telecommunications and parking technologies. IPS manufactures its products locally and has been delivering world-class solutions to the telecommunications and parking industries for 25 years. The company is best known for its patented credit card enabled, solar powered single-space parking meter and web-based management system.

This position typically performs work in a corporate location and reports to the Operations Coordinator of Enforcement Solutions. The Customer Service Representative provides client services support to clients, public participants and internal team members by assisting with communications, accounting activities, banking and funding activities, vendor management, applications testing and support, client start‑up tasks and other duties as designated by the Operations Coordinator.

The essential duties and primary accountabilities below are intended to describe the general requirements of this position and are not intended to be an exhaustive statement of duties. Specific tasks, responsibilities or competencies may be documented in the applicant’s performance objectives as outlined by the applicant’s immediate supervisor or manager.

• Client phone, chat and email support for the primary EMS applications and Permitting
• Public phone, chat and email support for the primary EMS applications and Permitting
  • Provide additional training for clients
  • Assist with tasks delegated by the Operations Coordinator
    • Processing of orders for vendors and agencies
    • Respond to bids, bid content gathering and bid production
    • Generation of quotes for services and products
  • Other duties as assigned by the Director of Enforcement Solutions
  • Management client violation schedules, officers lists and applicable EMS data
  • Coordinate client business rules as it affects EMS, Permits and MES
  • Assist with ad‑hoc client training

• The ability and skill to provide operations support as described, typically obtained through two to three years’ experience with specific experience in or exposure to parking citation processing and management, operations, vendor management, or procurement is highly desired. Experience with e‑commerce, internet merchant account and transaction management is highly desired.
• A strong customer service orientation is essential.
• Demonstrated ability to adapt to the changing demands of business is a must.
• A strong understanding of the California Vehicle Code as it pertains to parking enforcement.
• Strong written and verbal communication skills are required. Understanding of differences in company product lines on multiple platforms as they relate to services provided to clients and participants, and how daily work functions impact product lines and platforms is required.
• Must possess an in‑depth understanding of the municipal parking enforcement industry and the marketplace.
• Strong critical thinking skills for complex issues and understanding of interdepartmental impacts to solutions are required.
• Understanding of parking product and the ability to process all parking related catalog activity.
• Minimum 3+ years in parking citation processing, enforcement and/or management.
• Understanding of parking enforcement technology as it pertains to mobile enforcement device, License Plate Recognition (LPR) technology and residential permit program management.

• High school diploma required.
• Post‑high school education is preferred but may be supplemented with industry specific experience and on‑the‑job training.
• Customer service training or comparable training or coursework preferred.
• Knowledge of the parking enforcement and citation industry, common business practices, California Vehicle Code, California state surcharge legislation, finance and accounting is preferred.
• Bilingual preferred (Spanish).

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable…