Job Title: CUSTOMER EXPERIENCE REPRESENTATIVE
Job Code: 0318
FLSA: N Job Level: 06
Revised Date: 01/2021
Job Family: JF 03

Occupational Summary
Contributing to the achievement of the organization's mission of providing service excellence through efficient and effective daily operations of the university parking lots and garages. Implementation and follow through of the departments policies and guiding principles which are aimed at improving the organization's performance in operations for permit and daily parking customers. Carrying out action plans designed to support parking and transportation initiatives, follow up on efficiency of the operation daily and control/monitoring operations across the portfolio. Work in conjunction with maintenance, technical and enforcement teams on effective communications to support day to day operations, balance time with customers and support our mission of service excellence. This role supports the university and medical center operations.

Work Performed
• Engages with customers in-person and online for our parking services department, to ensure a seamless experience, answer questions, and help customers be informed advocates for investment in parking and transit operation.
• Handles the complete permit distribution process for employees, students and visitors of Duke University and Health system including, but not limited to, processing applications, departmental requests, selling validations and permits in the parking office or virtually.
• Handles all calls from our customer service line, gates, pay-on-foot stations and van service requests. Responds daily to inquiry/comments emails pertaining to questions.
• Informs Maintenance, technical and enforcement team of related issues regarding our equipment hardware and software.
• Conducts field visits to assess every aspect of the customer experience, including, but not limited to: facility visits and inspections, signage review, gate call testing and in-lane experience, and works in conjunction with appropriate internal group to update, enhance, and improve customer experience.
• Serves as an ambassador at gates and pay-on-foot stations to ensure service excellence.
• Contributes to the customer service manual and SOPs improvements for gate calls for customer engagement while assisting the manager to ensure that our interactions satisfy customers, offer helpful information, and leave customers with a positive impression about Duke Parking and Transportation.
• Assists with checking, routine monitoring and customer response on customer email portal to ensure coverage and responsiveness to customer inquiries in a timely manner.
• Informs departmental manager of any interactions that did not meet high standards of service.
• Helps with special activities, athletics, planned events, emergencies and/or other major service disruptions including weekends and holidays.
• The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified. Other tasks and duties are to be performed as instructed by manager.

Required Qualifications at this Level
Education/Training:

• Work requires strong communication skills knowledge of basic grammar and accounting principles generally acquired through a minimum Associates Degree. However, a Bachelor's degree is preferred.
• Work requires a detail oriented, excellent communication skills and expertise with dealing with customers daily.
• Parking software systems knowledge is a plus.

Experience
Work generally requires two years of related experience in customer service or parking related knowledge OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE IN PARKING AND TRANSPORTATION

Skills:

Verbal communication, problem solving, writing/verbal skills, and ability to complete tasks in timely manner and multitask.

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.