Customer Service Representative, Parking

1 month ago

Denver, United States University of Denver Full time
Customer Service Representative, Parking

Job no: 497630
Work type: Staff Full-Time
Location: Denver, CO
Categories: Facilities Management & Planning, Driving/Parking Services
Division: Facilities Planning & Management

The Department of Facilities Management supports the mission of the University of Denver's physical resources in order to provide a healthy and safe educational environment for campus community through services of the departments of Capital Projects and Planning, Facilities Management, Parking & Mobility Services, Auxiliaries & Real Estate, and Business & Operations.

Position Summary

Performs a wide variety of front-line customer service to the University community and external clients. Works in the public eye answering questions, giving directions, fulfilling permit requests, and performing other such duties as is consistent with customer service. Will also aid in the coordination of special event parking and liaison between customers, enforcement, and campus safety. Responsible for the management, adjudication, and timely response to customers appealing parking citations. May assist in training new office or field personnel.

Essential Functions

  • In addition to following the University of Denver's policies and procedures, principal responsibilities include, but are not limited to:
    Performs a wide variety of front-line customer service to the University community and external clients.
  • Greets and provides information and materials to faculty, staff, students, and guests of the University.
  • Completes customers request for services such as selling a wide variety of parking permits, paying parking citations and appealing parking citations.
  • Fosters positive working relationships with faculty, staff, students, and University guests.
  • Performs daily activity of the office operation including but not limited to: answering multiple phone lines, performing a wide variety of data entry (i.e., customer permit purchases, citations issued by Officers, and citation payments), responding to customer account inquiries, typing routine correspondence, processing mail, duplicating, collating and distributing department material, and making recommendations on purchases to ensure office supplies and equipment service requests are made.
  • May train other office or field personnel on duties and skills associated with customer service.
  • Act as an intermediary with the public. Must be able to address customers complaints in a professional manner while taking the necessary customer service action. Resolve billing disputes and keep track of accounts that are overdue and attempt to collect payment.
  • Record all transactions in Power Park FLEX and ensure accuracy of billings. Post transactions in a financial database and reconcile computer reports with operating reports from FLEX.
  • Prepares, compiles, sorts, files and maintains confidential customer files (paper and electronic). Documents the quantity and quality of services provided to customers and maintain the spreadsheet that records the statistics.
  • Receives, adjudicates, and responds to customer citation appeals.
  • Works closely with the coworkers to monitor and improve upon daily office operations, includes the implementation of new technologies and operational techniques to ensure consistency and efficient office business practices.
  • May work in coordination with the Parking Manager of Customer Service to ensure accuracy of the master parking calendar and performs Special Events duties in the absence of the primary.
Knowledge, Skills, and Abilities
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
  • Ability to write routine reports and correspondence.
  • Ability to speak effectively before groups of customers, students or employees for the organization.
  • Ability to work in a team-oriented environment that requires individual thought and initiative.
  • Capable of facilitating the interactions and diverse needs of a complex organization.
  • Ability to maintain professional standards of conduct during stressful and often emotional situations.
  • Possess strong oral and written communication skills. Superior customer service skills a must.
  • Must pass a complete background check with a clean record, no criminal record or felony convictions.
Required Qualifications
  • High school Graduate
  • 2 years in a customer service/billing position and/or scheduling features.
  • Working knowledge of the Microsoft Office Suite.
  • Valid Colorado Drivers License and insurable by the University of Denver's insurance carrier.
  • Pass a Background check.
Preferred Qualifications
  • 4 year college degree
  • 2-5 years of parking experience including parking management software and ecommerce
  • Proficient knowledge of the Microsoft Office Suite
  • Knowledge of University parking operations, knowledge of T2 PowerPark Flex, knowledge in BANNER university software

Working Environment

  1. Standard office environment.
  2. Unexpected interruptions often occur, and stress level is moderate to high.
  3. Noise level is quiet to moderate.
  4. There are occasion where the employee will be exposed to outdoor weather conditions.
Physical Activities
  1. Ability to sit in front of a computer for an extended period.
  2. Occasionally required to move about the office/campus with the capability of transporting objects up to 50 lbs.
  3. Specific vision abilities required for this position include close vision, distance vision, peripheral vision depth perception, and the ability to adjust to focus.
Work Schedule

Monday - Friday, 8:00 a.m. - 4:30 p.m.

Application Deadline

For consideration, please submit your application materials by 4:00 p.m. (MST) November 8, 2024.

Special Instructions

Candidates must apply online through jobs.du.edu to be considered. Only applications submitted online will be accepted.

Salary Grade Number:

The salary grade for the position is 6.

Hourly Range

The hourly range for the position is $19.16 - $23.00.

The University of Denver has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The University may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, but not based on a candidate's sex or any other protected status.

Benefits:

The University of Denver offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO pass. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver.

Please include the following documents with your application:
  1. Resume
  2. Cover Letter

The University of Denver is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including sex stereotypes, sex characteristics, sexual orientation, gender identity, and gender expression), marital, family, or parental status, pregnancy or related conditions, national origin, disability, or status as a protected veteran. The University of Denver does not discriminate and prohibits discrimination on the basis of race, color, national origin, ancestry, age, religion, creed, disability, sex (including sex stereotypes, sex characteristics, sexual orientation, gender identity, and gender expression), marital family, and parental status, pregnancy, genetic information, military enlistment, or veteran status, and any other class of individuals protected from discrimination under federal, state, or local law, regulation, or ordinance in any of the University's educational programs and activities, and in the employment (including application for employment) and admissions (including application for admission) context, as required by Title IX of the Education Amendments of 1972; the Americans with Disabilities Act; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; the Equal Pay Act; the Colorado Equal Pay for Equal Work Act; the Colorado Protecting Opportunities and Worker's Rights ("POWR") Act; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For more information, please see the University of Denver's Non-Discrimination-Statement.

All offers of employment are contingent upon satisfactory completion of a criminal history background check.

Advertised: October 16, 2024
Applications close: November 08, 2024

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