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Metropolis Technologies · 17 hours ago

Customer Service Manager/ Systems Analyst

Houston, TX

Full-time

Onsite

Mid Level

$30/hr - $30/hr

3+ years exp

Metropolis Technologies is an artificial intelligence company that focuses on enhancing parking experiences through innovative technology. The Customer Service Manager / Analyst will improve customer experience, operational efficiency, and system reliability across multiple parking technology platforms, while also addressing customer feedback and system-related complaints.

Artificial Intelligence (AI)Computer VisionMachine LearningParkingSoftware

Growth Opportunities

Responsibilities

Review existing processes, policies, and reporting requirements to ensure they are accurately documented and fully integrated with TIBA, TEZ, and Aeroparker systems

Evaluate and refine reporting processes to improve clarity, accuracy, and efficiency

Build upon prior SOP updates by identifying opportunities for more effective workflows and task completion

Review audit reports and operational processes to identify gaps or risks

Research system-related issues and collaborate with IT and other stakeholders to resolve technical and connectivity challenges

Develop, update, and maintain system-specific Standard Operating Procedures (SOPs)

Proactively report findings, action plans, and solutions to leadership

Attend all equipment-related meetings to stay informed on system changes and issues

Partner with Accounting, IT, and Operations teams to investigate customer feedback, service issues, and system-related complaints

Identify root causes of customer issues and system vulnerabilities, addressing both immediate concerns and long-term improvements

Respond directly to guest complaints, providing resolution, education, and feedback when appropriate

Educate staff and leadership on findings, system usage, and best practices

Oversee and support the customer service team to ensure consistent service standards

Train Assistant Facility Managers (AFMs) and above on updated processes and operational standards

Manage and oversee reservation-only and “closed lot” sequencing processes to ensure accuracy and prevent revenue loss

Review occupancy counts, lot status, and reporting for accuracy

Work with managers to: Ensure lot counts are correct and updated in real time. Prevent premature lot closures. Ensure no valid reservations are turned away. Establish clear plans for diverting drive-up customers and tracking activity

Attend all Helm and Aeroparker meetings to stay current on reservation rules, system updates, and operational changes

Qualification

Customer service experienceAnalytical skillsProcess improvementMicrosoft Office SuiteDatabase experienceTyping skillsProfessional appearanceCommunication skillsInterpersonal skillsProblem-solving skillsTime management

Required

High school diploma or equivalent required; bachelor's degree preferred

Minimum of three (3) years of experience in a customer service, operations, or administrative support role

Excellent verbal and written communication skills, with strong grammar and spelling proficiency

Demonstrated ability to manage time effectively, prioritize tasks, meet deadlines, and handle multiple responsibilities simultaneously

Strong analytical, interpersonal, and problem-solving skills

Self-starter with the ability to work independently, prioritize workload, delegate when appropriate, and lead or motivate others with minimal supervision

Highly reliable and punctual; flexible, well organized, diplomatic, and capable of managing a high-volume workload

Strong typing skills with speed and accuracy (preferred minimum of 40 WPM)

Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace tools (Gmail, Calendar, Docs)

Ability to interact professionally and courteously with clients, customers, employees, office personnel, and contractors

Knowledge of modern office practices and procedures

Maintains a professional appearance and presentation