Position Classification Title: Parking Specialist
Position Classification Code: G4012
Job Family: Auxiliary
Pay Level: 05
Exempt Status: Non-exempt
This description is intended to describe the general nature of the work being performed. It is not intended to be a complete list of specific duties of any particular position. Duties, responsibilities and bargaining unit eligibility may vary based on the specific tasks assigned to the position.
Purpose of Classification:
Provides first-line customer service to students, faculty, staff and the general public regarding general parking and transportation matters. Provides day-to-day contact, interaction, standard policy/procedural information, and performs routine problem resolution on matters pertaining to parking and transportation issues. Processes customer cash transactions while ensuring maximum customer satisfaction.
Standard Duties:
Oversees direct front-desk customer assistance in a high volume, fast-paced environment; directs and provides information to customers; calmly facilitates the resolution of customer complaints in an often volatile environment. Establishes and manages customer/student accounts, as appropriate to the individual position, within the prescribed policy and procedural guidelines; handles and monitors account transactions and associated documentation; investigates and resolves or refers account problems and discrepancies as appropriate. Processes and/or oversees the processing of customer cash transactions, ensuring maximum customer satisfaction; researches and resolves customer issues or recommends solutions to management. Monitors and coordinates front-end cashiering operations; ensures the appropriate disposition and handling of cash, and handles void authorizations, cashiering problems, and/or non-routine transactions as they arise. Monitors all incoming communications vial email or telephone and either responds or refers to appropriate responder for resolution. Oversees and coordinates the day-to-day activities of student and temporary workers as required. Maintains vigilance with respect to potential security problems, such as fraud or inappropriate customer behavior, and alerts and coordinates with management, security personnel, and/or police, as per established procedures in the event of a security situation. Maintains records of service desk transactions and prepares routine and ad-hoc activity reports to management, as required. May provide specified customer services in locations remote to the central office, as appropriate to the objectives and requirements of the individual position. Performs miscellaneous job-related duties as assigned.
Knowledge, Skills and Abilities:
Knowledge of cash management principles and/or procedures. Knowledge of retail security procedures, systems, and standards. Knowledge of refund and exchange practices in a retail environment.
Strong interpersonal skills, flexibility, and customer service orientation. Skill in the use of personal computers and related software applications. Records maintenance skills.
Ability to interpret procedures and arrive at procedural decisions and judgments. Ability to communicate effectively verbally, in writing, and over the telephone. Ability to maintain a calm demeanor in volatile situations. Ability to understand and effectively communicate vast variances in customer products based on specific individual eligibility rules. Ability to operate a computerized cash register. Ability to functionally supervise and train student and temporary workers.
Minimum Qualifications:
   Education- High School diploma or GED certificate.
   Experience- Three (3) years of experience related to the standard duties as outlined.
   Equivalency- Completion of a post-secondary degree or certificate may substitute for years of experience.
   Departmental Requirements-
   Special Requirements-