"Customer Service Specialist, Intermediate"

Job Description

The Customer Service Specialist Intermediate will provide general support and assistance within the public safety center. They will also participate in specific administration activities, including support for parking operations. Providing information, direction, and policy clarification to students, employees, and members of the community in person, electronically, or over the phone. The position will also interact with parking systems to review, interpret, and report data necessary for daily operations, budget planning, and decision-making.

PRINCIPLE RESPONSIBILITIES AND RESULTS

• Function as a subject matter expert for parking operations. Is knowledgeable on parking policy and procedures, and operations. Is able to provide accurate responses to inquiries related to areas such as parking, building access, and patrol operations by telephone, email, and in person, or redirect to the appropriate department personnel.
• Monitor and respond to email enquiries
• First level of support for front desk student workers.
• Assist in the de-escalation of complaints and concerns for walk-in, phone, and email interactions
• Priority: Essential A Percent of Time: 40%

Data monitoring, review, and reporting. Regularly interacts with parking software (permit and ramp) and equipment, including payment kiosks, and the mobile pay app platform. Investigates service interruptions and communicates with the department, vendor, and users

• Review parking permit data submissions, lot assignments, loads and counts, and permit allocations.
• Collect and report parking data and financial metrics.
• Verify and prepare parking revenue for deposit
• Priority: Essential A Percent of Time: 35%

Provides general/non-technical support to the department.

• Participates in meetings and department operation activities.
• Support physical key distribution and return functions.
• Sale and distribution of university parking permits.
• Operate the department’s cash register.
• Priority: Essential A Percent of Time: 15%

Perform other duties as assigned to ensure the smooth functioning of the department and maintain the reputation of the organization as a viable business partner.

Priority: Secondary Percent of Time: 10%

Salary Range:

$20.76-$27.53/hourly

Minimum Qualifications

• Customer Service skills sufficient to communicate knowledgeably and provide prompt, courteous, and accurate information to clientele or refer them to the correct department or office
• Database management sufficient to search for and manipulate records and create reports
• Keyboarding sufficient to compose emails and professional business-quality correspondence
• Basic Math skills sufficient to record and reconcile financial transactions related to fees collected
• Knowledge of spreadsheets sufficient to enter, analyze and manipulate data to provide meaningful reporting
• Data Entry skills sufficient to accurately and proficiently record sales of parking permits

Preferred Qualification

• Desire and ability to learn, understand, and explain multiple policies and procedures pertaining to parking permits, key access
• Effectively set priorities, establish procedures to accomplish assigned responsibilities and be a good time manager
• 1 year of supervisory experience, or leading a team.
• Adaptable to new and emerging technologies and apply them to assigned responsibilities
• Ability to interpret and analyze simplistic to complex problems related to the office and university policies/procedures
• Working knowledge of Federal/State/Institutional guidelines pertaining to the confidentiality

Work Shift (Hours / Days of work)

8:00am-4:30pm Monday-Friday