Customer Service Representative
Parking Services is a self-supporting auxiliary enterprise collecting monies through permit sales, visitor fees, and citation fines to fund the cost of the operation, maintenance, and development of the University's parking facilities. Colorado Seminary, which owns and operates the University of Denver, has approved the use of user fees and fines to finance, manage, maintain, and develop the University's parking facilities. The Department of Parking Services is responsible for managing the supply and demand of all parking spaces on campus including both surface and structured lots, and strives to provide equitable, quality service to the University.
The Customer Service Representative performs a wide variety of front line customer service to the University community and external clients. This position works in the public eye answering questions, giving directions, fulfilling permit requests, and performing other such duties as is consistent with customer service. This position will also aid in the coordination of special event parking and liaison between customers, enforcement, and campus safety. This position is responsible for the management, adjudication and timely response to customers appealing parking citations. May assist in training new office or field personnel.
- 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 inquires, 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 co-workers 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 Manager of Customer Service to ensure accuracy of the master parking calendar and performs Special Events duties in the absence of the primary.
- Performs other duties and special projects for the department/division as assigned.
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 add, subtract, multiply and divide in all units of measure, using whole numbers and common fractions, and decimals.
- Ability to compute rates, ratios and percentages as well as to create and interpret graphical charts and complex financial reports.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
- Ability to deal with problems involving several variables in very fluid situations.
- 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.
- Working knowledge of Microsoft Office Suite.
- High School diploma.
- 2-4 years of work experience in a customer service/billing position and/or scheduling position.
- Bachelor's degree.
- 2-5 years of parking experience including parking management software and ecommerce.
- Proficient knowledge of Microsoft Office Suite.
- Knowledge of university parking operations, T2 PowerPark Flex and Banner software.
Candidates must apply online through www.du.edu/jobs to be considered. Only applications submitted online will be accepted.