Reimagined Parking

Operation Support Hotline Department: Customer Experience - Svcs & Ops Support(CX0002) Job Description: 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. Key Responsibilities - 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. Skills, Knowledge and Expertise - 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 Benefits (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

Title: Purchasing & Payment Clerk Location Any, Canada Workplace type Fully remote Compensation $21.00 / hour Job Description: Reporting to the Services and Operational Support (SOS) team, the Purchasing & Payment Clerk is responsible for purchasing administration and payment exception processing across Canadian and U.S. operations. This role ensures accurate data entry, timely processing, reconciliation, and resolution of purchase orders, invoices, payments, refunds, and exceptions across multiple proprietary systems. The position collaborates closely with accounting, branch teams, and external vendors to resolve discrepancies, meet service level expectations, and support critical operational workflows. This is a hybrid role requiring onsite work at the downtown Vancouver office one day per week. Key Responsibilities Purchasing & Invoice Administration - Submit, receive, and manage purchase requisitions, purchase orders, and invoices in Coupa and other proprietary systems. - Monitor purchase order lifecycle stages to ensure timely approvals, processing time, payments, and escalations as necessary to prevent late payment fees. - Retrieve invoices from vendor portals on a pre-set schedule and ensure compliance with PO policies. - Maintain accurate, real-time records and audit trails for all purchasing transactions. Payment Processing & Exception Administration - Responsible for accurate manual posting of payments that are rejected from automated posting processes. - Post and reconcile incoming payments including cheques, EFT/ACH, wire transfers, and online payments. - Resolve payment inquiries, discrepancies, unapplied and/or misapplied cash. - Process refunds and support EFT setup and W9 requests. - Download lockbox reports and post exceptions in financial and parking systems. - Perform daily cash application and reconciliations and prepare status reports. Collaboration & Stakeholder Support - Act as a liaison between internal departments, branch accountants, and vendors. - Communicate professionally with third-party partners. - Support SOS and CX department goals through cross-functional assistance. Mail, Cheque & Onsite Operations - Collect, sort, and process Canadian and U.S. mail related to Enforcement and Monthly Parking. - Prepare cheque deposits and courier packages for lockboxes. - Process Parking Notice payments received by mail. - Order deposit books and bags as required. Operational Excellence - Maintain daily task trackers and meet all deadlines. - Troubleshoot issues and escalate as required. - Perform other related duties as assigned. - Adhere to standard policies and processes. - Meet rigid deadlines and SLAs. Skills, Knowledge and Expertise - 1+ years of experience in purchasing, payment processing, data entry, or administrative roles. - Coupa experience is an asset. - Proficiency in Excel, Word, and Outlook. - Strong analytical, problem-solving, and reconciliation skills. - Excellent written and verbal communication skills in English. - Strong time management and ability to work independently. - Detail-oriented, adaptable, and highly motivated. - Maintains accuracy under tight deadlines. - Ability to consistently meet service level and performance goals. - Quiet, dedicated workspace with minimum internet speed of 150mbps Benefits - Medical - Dental - Vision - Life and Disability - 401K (US) or RRSP Matching (Canada) - Paid Time Off (PTO)

• Manage parking lot data and configurations in proprietary systems, including pricing, taxation, billing, devices, waitlists, promotions, and discounts • Process, track, and update time sensitive work orders using SharePoint and Jira • Build expertise in internal systems to analyze, troubleshoot, and resolve data and account issues, including urgent rate adjustments • Coordinate and assume direct ownership of projects or task sets related to Reimagined Parking Operations • Create, maintain and follow documentation relating to policy procedures, approval processes and supporting documents for other departments • Manage and edit customer facing web pages using HTML based templates facing web pages using HTMLbased templates • Handle confidential information with discretion and consistently meet established deadlines • Communicate daily across teams, departments, and third-party vendors • Perform other duties as required to support the goals and objectives of the SOS and CX Department.

• Own the full end-to-end management of yearly merit and bonus cycles, including planning, execution, validation and communication, to ensure all eligible employees are paid accurately and on time, with complete and compliant documentation maintained in each team member’s HR file. • Implement a Performance Management system and ensure the process is handled timely quarterly/yearly. • Work with Senior Leadership to plan and distribute the annual Employee Engagement Survey to ensure the Voice of the Team Member is captured and actioned. • Assess jobs and their respective duties to determine classification as exempt or nonexempt and appropriate salary range and routinely audits HR data to ensure accuracy and maintain compliance with applicable laws and organizational policies. • Benchmark jobs against survey data and other market intelligence to determine competitive compensation ranges for each position. • Prepare and maintain job classifications and salary scales. • Prepare and present summary reports of job and compensation analysis data. • Gather data from market-based compensation surveys; use spreadsheet and data analysis techniques to assess results and market trends. • Evaluate and implement job analysis instruments and materials. • Conduct data and cost analyses to support employee negotiations and collective bargaining agreements (“CBA”). • Ensure accurate maintenance of wage scales and progression schedules in alignment with CBA provisions. • Work jointly with Talent Acquisition to maintain accurate job descriptions and competitive salary ranges. • Handle inquiries on new roles, salary changes, and promotions; provides market analysis to Talent Acquisition and HR Operations. • Advise management on applicable state and federal employment regulations, including pay transparency requirements, as well as benefits and compensation policies, HR procedures, and collective agreements. • Will partner with HR Operations to ensure all mandatory salary increases are implemented timely and accurately.

• Analyze, prepare and input payroll data and employee updates including new hires, changes, employee Set‐up, direct deposit, wage garnishments, etc. • Assist with preparing and processing semi‐monthly payroll. • Sort and distribute paychecks when required. • Research and resolve problems regarding incorrect pay checks and other employee questions/problems. • Research and process manual checks in order to resolve payroll errors and discrepancies. • Serve as front line of support to assist operating management with payroll input problems and issues. • Provide system training when necessary. • Execute customer service operations by addressing employee inquiries, communicating company policies and information, and addressing payroll-related concerns. • Leverage sound decision-making skills while orchestrating day-to-day payroll operations, including filing documentation and responding to internal requests for information. • Maintain and file all payroll related records; maintain confidentiality of records. • Communicate professionally at all times with teammates. • All other duties as assigned.

• Analyze historical performance, booking/demand patterns, and customer behavior to inform pricing and inventory decisions. • Build and maintain dashboards and reporting tools that provide visibility into key revenue KPIs. • Evaluate pricing models and recommend adjustments based on competitive insights, market trends, and internal performance. • Monitor occupancy, duration of stay, transaction types, and peak usage periods to adjust pricing. • Evaluate competitor pricing and market trends to maintain competitive positioning. • Assess potential demand drivers that could boost demand. • Work with Operations to validate facility performance and understand constraints. • Coordinate with Marketing to support promotions, digital couponing, and website pricing strategies. • Compile and present concise revenue performance updates to leadership. • Translate complex data into clear, actionable insights for stakeholders. • Maintain high data integrity and ensure consistent use of revenue metrics across the organization.