Communications Specialist

Are you a self-starter and a master communicator with excellent writing skills and a background in customer service, sales and administration? Concord Parking is looking for a Communication Specialist.

Scope of the position:

The Communications Specialist is responsible for managing and delivering Concord Parking’s messaging to support customer experience and business growth. Working closely with the leadership team, subject matter experts (SMEs), and PSG Marketing, this role leads internal and external sales communications, technical writing, appeals and dispute communications, outage communications, proposal development, and sales administration. In addition, the role supports revenue growth by leading RFP and proposal development, contributing to sales and marketing initiatives, and ensuring all communications reflect Concord Parking’s strategic priorities and Paladin Security Group's Core Beliefs, Guiding Principles, Strategic Plan, and Business Practices.

Duties and Responsibilities:

Appeals and Customer Service

• Respond to customer dispute and appeal emails with professionalism, empathy, and clarity.
• Manage and resolve complex customer complaints and disputes in a timely manner.
• Investigate disputes thoroughly to identify root causes and contributing factors.
• Collaborate with internal teams (Operations, IT, Finance, etc.) to gather information and clarify details.
• Facilitate resolution discussions and negotiate solutions with customers.
• Develop and implement appropriate complaint resolution strategies.
• Ensure all dispute handling complies with applicable laws, regulations, and company policies.
• Prepare reports summarizing dispute outcomes, trends, and recurring issues.

Technical Writing

• Outline proposal content in coordination with Concord’s internal executive team to write and design proposals, including Concord’s pricing structure to create service estimates.
• Write and maintain software training materials and user documentation.
• Develop context-sensitive software manuals and help guides.
• Create Software release notes for both internal and external distribution
• Manage internal and external communications related to planned and unplanned system outages.
• Revise and enhance proposal templates to improve visual impact and readability.
• Create content for periodic distribution to sister companies and other prospects to increase awareness of our products and services.
• Develop a core proposal content database and project profiles database.

Sales Administration

• Research, uncover and qualify prospects to identify those who are the best fit before making contact, using a set of identified criteria resulting in business growth.
• Develop and present effective research strategies to identify appropriate RFPs to pursue.
• Monitor Merx, BC Bids, Bidnet Direct, and various sites for relevant RFP opportunities.
• Lead our Request for Proposal (RFP) response writing process from production to delivery, including the coordination and preparation of proposal submissions and soliciting input from colleagues, where required.
• Follow up on outstanding proposals and request debriefs from unsuccessful submissions.
• Assist with preparation for trade shows (emails to delegates, swag, banners, brochures, etc.)
• Consistently update the Customer Relationship Management system to record prospects and customer interactions.
• Perform other administrative tasks and other duties as requested to assist with corporate and/or branch needs.

Qualifications: Knowledge, Skills, and Experience

• 2-3 years’ proven experience in writing communications or marketing
• Bachelor’s degree, diploma or equivalent in English, Communications, Business Administration, Marketing, graphic design, or a similar relevant field
• Master communicator, both verbal and written, with the ability to work equally well with members of the executive team and general staff alike, including vendors, business partners, team members and co-workers.
• Results-driven with a desire to work in a fast-paced environment, while delivering on multiple, concurrent initiatives.

Not all parking management companies are the same. Concord Parking is unique, and our approach is changing how leading organizations make the most of their parking assets. We’ve grown rapidly as a result of delivering technology and innovation not previously offered by traditional parking companies. Our focus is on providing clients with specialized parking management services that:

• Enhance the customer parking experience
• Utilize the best in industry technology
• Maximize revenue and return on parking assets
• Provide clients with highly skilled and motivated personnel

Concord Parking offers a great working environment and the most development opportunities of any parking enforcement company in the country. As a part of the Paladin Security Group, we have a coast-to-coast reputation as an Employer of Choice. We have been selected as a Best Place to Work by Glassdoor and are the only security firm ever recognized as one of Canada’s Best Managed Companies. We are committed to offering the best employment and career development opportunities in the industry because we want the very best and brightest people our industry has to offer.

Please allow 15 - 20 minutes to complete your application