Office Coordinator

2 weeks ago

Baltimore, United States Towson University Full time

Account Management - Escalations & Exception processing:

* Responsible for processing and handling customer requests and escalations. Ensure decisions are in line with policy and procedure intent.
* Responsible for handling customer escalations from A&F front desk section staff including complaints, appeals, exceptions, suspected inappropriate use of permits, excessive violation of department regulations, parking sanctions, etc.
* Responsible for completing required in-depth research on customer accounts which may involve University Billing Office, MVA, Towing Company, etc.
* Coordination with PTS Operation IT Analyst for any parking management system issues creating customer and/or account issues to resolve where appropriate.

Department Liaison:

* Partner and serve as the liaison for Parking & Transportation Services with cross-functional teams for any customer service-related exceptions, escalations, issues, and/or concerns for parking permits, appeals, and citations for other sections within the department, other university departments, and external vendors.

Customer Account Processing

* Special Permit Request - Through research and applying critical thinking, process special permit requests to determine the best and appropriate permit type if applicable criteria have been met to approve and/or deny requests. Use independent judgment to determine if a parking exception or modification to exception can be accommodated with existing or through coordination to create permit types (where applicable/appropriate) to the routine approach is warranted.
* Appeal Processing - review appeal requests, complete in-depth research, and based on the information determine if the fine should be reduced and if so by how much.
* Exception Requests - review requests for exceptions to normal approaches for permits, parking assignments, etc. to determine if the request should be approved, and if approved, define criteria (where, how long, cost, etc.) for the exception.
* Account issue resolution - through in-depth research and using independent judgment, determine if any mistake, error, etc occurred and determine the appropriate resolution to include account updates, refund processing, credit & debit processing, process adjustments, coordination with other offices, ASBO, Student Billing, MVA, Central Collections, etc.
* Process requests for virtual permits to include department guest permits, special department requests (construction, company vehicles, etc.),

Monitoring Operations & Procedures

* Monitor trends and/or customer service section systems for potential improvements and/or problem resolution which require coordination with other sections or departments on campus where appropriate.
* Responsible for coordinating with Assistant Director A&F or designee to provide recommendations for improving efficiency and service.

Oversight and Management of Customer Service Operations:

* Supervision and oversight of daily activities associated with customer service for the campus, permit sales, appeal processing, and account updates/inquiries/issues. Areas of Oversight include but are not limited to, customer phone calls, walk-ins, emails, parking chat, and mail customer notices.
* Ensure front desk section staff accurately and appropriately update customer accounts in the parking management system and/or applicable parking systems.
* Monitor trends and implement data collection metrics to achieve efficiency for productivity goals to reduce errors to improve overall customer service and front desk operation.

Personnel Management:

* Supervision and daily oversight of A&F front desk staff performance to ensure staff is meeting expectations regarding properly servicing customers, maintaining, and updating customer accounts, department records, and appropriate/accurate utilization of account management systems, etc.
* Ensure front desk section staff are properly trained in department regulations & system/account processes and follow guidelines for servicing customers in an efficient and professional manner.
* Responsible for personnel issues including recruitment, training, performance management, and performance reviews.
* Coordinate with reporting staff, Assistant Director A&F or designee, and Office of Human Resources to ensure personnel issues are being handled consistently and in accordance with established university policies and procedures.
* Serve as back-up and assume the responsibilities in the absence of Assistant Director A&F which includes but not limited to: Budget & Finance (invoice account payable and procurement), Marketing & Communications (Public Relations) tasks and projects, coordination, and follow-up with Operation IT Analyst for PTS-related tasks and projects.
* Other duties as assigned.
* Bachelor's Degree and five years or more of related experience
* Strong supervisory, customer service, work ethic, analytical, leadership, and mentorship skills.
* Exceptional oral and written communication skills
* Ability to organize, prioritize, follow up and track multiple tasks in a high-volume and fast paced environment.  Work efficiently with confidence and minimal oversight.
* Ability to work cooperatively with others and independently.
* Ability to familiarize and use operational technology

Preferred Qualifications:

* Prior operations management, business administration, or related field experience that includes customer account management.

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